Customer Success Manager

Qumulo is a company focused on managing exabyte-scale data in various environments. They are seeking a Customer Success Manager to oversee the entire customer lifecycle, ensuring enterprise customers achieve measurable outcomes and maintain long-term relationships.

Responsibilities:

• Customer Lifecycle Management: Own a portfolio of enterprise and strategic customers, driving onboarding, adoption, retention, and renewals
• Onboarding & Deployment: Drive seamless onboarding processes and coordinate with OEM/Channel partners, account teams, and customers to ensure successful deployments and expansions
• Value Realization: Ensure customers and partners achieve measurable outcomes and maximize value from Qumulo products
• Strategic Engagement: Conduct quarterly business reviews (QBRs/EBRs) and develop tailored success plans aligned with customer goals
• Churn Mitigation: Proactively monitor and update account health, and develop tailored health improvement plans to ensure long-term retention and prevent churn
• Collaboration: Partner cross-functionally with Sales, Product, Operations, and Engineering to resolve escalations, influence roadmap, and optimize customer/partner experience
• Partner Success: Enable and support OEM and Channel partners, driving joint success initiatives and partner-led growth
• Feedback & Advocacy: Provide actionable insights and product feedback; communicate product updates and improvements to customers

Requirements:

• 5+ years in Customer Success, Account Management, or Partner Success in a B2B SaaS environment
• Proven experience managing enterprise accounts and OEM/Channel partners
• Deep technical aptitude in data, storage, and cloud technologies
• Strong understanding of SaaS metrics: NRR, churn, adoption, GRR, and ability to leverage data for actionable insights
• Excellent communication, presentation, and relationship-building skills
• Experience with CS/CRM tools (e.g., Planhat, Gainsight)
• Strong project management and organizational skills; able to manage multiple priorities
• Experience managing up to 150 accounts
• Location in the US Central or Eastern timezones preferred
• Industry expertise in one of the following industry verticals: Life Sciences, Healthcare, Energy, or Financial Services