Senior Manager of Customer Success

Qumulo is a company that provides solutions for managing exabyte-scale data across various platforms. The Senior Manager of Customer Success will be responsible for driving customer value realization and implementing a proactive engagement strategy while leading a team of Customer Success Managers to ensure long-term customer relationships and measurable outcomes.

Responsibilities:

• Lead & Mentor the Customer Success Team: Recruit, coach, and lead a team of 5-6 Customer Success Managers. Focus on fostering a high-performance, value-driven culture for CSMs managing customers across the commercial (low touch) and enterprise (medium touch) segments
• Coach Value Realization: Mentor CSMs on success planning, strategic account management, and evolving their engagement model from a support-heavy approach to one focused on measurable customer value
• Drive Valuable Customer Cadences: Coach the team on effective meeting preparation and execution, including running high-impact customer meetings like Executive Business Reviews (EBRs) and scheduled success cadences
• Churn Mitigation & Risk Management : Mentor the team on identifying customer health risks and executing proactive intervention strategies to mitigate churn before it happens
• Operational Excellence & KPIs : Own the retention (GRR) and expansion (NRR) targets for the covered segment. Analyze team performance and customer health metrics to continuously optimize the efficiency of the engagement model
• Cross-Functional Advocacy : Serve as the bridge between the customer base and the Product/Engineering teams. Translate aggregated customer feedback and churn data into actionable insights to influence the Qumulo roadmap

Requirements:

• 8+ years in B2B SaaS Customer Success, with at least 4 years dedicated to building or leading high-performance teams
• Proven expertise in mentoring Customer Success Managers and leading teams through organizational change, specifically shifting from reactive to proactive engagement
• Expertise in designing customer segmentation models and defining appropriate Success Manager engagement levels for different segments
• Owned, managed, and met or exceeded revenue goals with an ability to translate raw data into actionable revenue strategies
• Hands-on experience with core Customer Success tools and platforms, including CRM and Customer Success Management (CSM) platforms like Gainsight and PlanHat
• Exceptional written and verbal communication skills, with a portfolio of success in presenting to executive stakeholders
• Strong organizational skills with a track record of managing complex, cross-functional projects from ideation to deployment
• Domain knowledge in Databases, Cloud Data Management, File Storage, or Hybrid Cloud infrastructure is highly preferred