Customer Success Manager

Commvault is a leader in cyber resilience, empowering customers to recover from cyberattacks and keep their data safe. The Customer Success Manager will utilize data-driven methodologies to enhance customer onboarding, adoption, and renewals while engaging with clients through various digital channels to ensure a world-class experience.

Responsibilities:

• Leverage Gainsight and other communication technologies to drive customer onboarding, adoption, and expansion across the Commvault portfolio
• Design and execute messaging campaigns, including content and email sequences, using Gainsight and Marketo to support retention and expansion outcomes
• Provide feedback on new and existing email sequences to continuously improve the customer experience with Commvault technologies
• Execute customer engagement goals defined in the Digital Success Customer Journey Map, ensuring required touchpoints and feedback loops are completed
• Collaborate with the broader Digital Success team to develop and implement new digital engagement initiatives that enable personalization at scale
• Identify and mitigate customer risk through direct interactions, CSAT feedback, and internal shared mailboxes for customer communications
• Engage customers through scheduled, recurring feedback sessions to identify risks and uncover expansion opportunities
• Proactively drive expansion by analyzing subscription consumption trends and internal business data to identify opportunities to protect additional customer data and infrastructure
• Escalate issues proactively with internal teams when customer contact data is inaccurate or when customers are unresponsive to digital engagement efforts
• Ensure customers meet defined Time to Onboard, Time to Adopt, and Time to Value SLAs as set by Customer Success Leadership for your assigned segment or book of business

Requirements:

• Minimum of 2 years of experience in account management or a customer-facing role focused on engagement and outcome delivery
• Experience with Customer Success methodologies, including managing expansion and renewal cycles
• Strong passion for customer experience and a demonstrated ability to improve end-to-end customer outcomes
• Familiarity with digital customer engagement platforms such as Gainsight and email campaign development
• Ability to independently navigate ambiguity and guide customers to success in a fast-paced SaaS environment with evolving product functionality
• Working knowledge of data center operations, including networking, storage, compute, virtualization, databases, and Backup as a Service solutions
• Ability to complete assigned technical enablement training while managing a high volume of customer interactions
• Experience with Gainsight and Journey Orchestrator is a plus
• Technical certifications, college degree, or equivalent experience in data management, cloud services, or SaaS