Customer Success Manager

Riverbed Technology is a leader in AI observability, helping organizations optimize user experiences through AI automation. The Customer Success Manager drives measurable customer outcomes by managing Success Plans and ensuring customers realize value from purchased solutions through effective coordination and risk management.

Responsibilities:

• Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
• Focuses on customer business results and verified value realization
• Communicates effectively with senior stakeholders and leads executive reviews with credibility
• Identifies early warning signals and builds structured recovery plans
• Mobilizes internal resources without formal authority
• Confirms proper decision-makers and multi-level engagement
• Escalates appropriately with structured context and solutions
• Connects SaaS metrics and value realization to renewal and growth
• Drives closure of commitments with execution rigor
• Maintains leadership presence during risk and pressure situations
• Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives

Requirements:

• Program Management Discipline – Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
• Outcome Orientation – Focuses on customer business results and verified value realization
• Executive Presences – Communicates effectively with senior stakeholders and leads executive reviews with credibility
• Risk Detection and Mitigation – Identifies early warning signals and builds structured recovery plans
• Cross-Functional Leadership – Mobilizes internal resources without formal authority
• Stakeholder Mapping and Alignment – Confirms proper decision-makers and multi-level engagement
• Escalation Judgement – Escalates appropriately with structured context and solutions
• Analytical and Commercial Acumen – Connects SaaS metrics and value realization to renewal and growth
• Accountability and Follow-Through – Drives closure of commitments with execution rigor
• Resilience and Composure – Maintains leadership presence during risk and pressure situations
• Technical Troubleshooting Acumen – Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives