Forward Deployed Customer Success Manager

Hammerspace is a Data Platform that centralizes data into a unified namespace, and they are seeking a Forward Deployed Customer Success Manager to own strategic relationships with their most prestigious accounts. This role involves leading a success pod, managing account health, advocating for customer needs, and driving expansion opportunities.

Responsibilities:

• Strategic Account Leadership: Own the end-to-end success and retention for a dedicated cohort of Lighthouse accounts. You are the primary point of contact for the customer’s leadership team
• The 'Success Pod' Lead: Orchestrate the efforts of the embedded FDE and the Sustaining Engineering team. You ensure that the technical 'last-mile' work being done on-site aligns with the customer’s high-level business goals
• Health Scoreboard Management: Develop and monitor leading indicators of account health, including product consumption, feature adoption, and executive sentiment
• Roadmap Advocacy: Act as the voice of our most strategic customers. You will partner with Product Management to ensure the Hammerspace roadmap reflects the needs of the world’s most advanced AI and data-driven organizations
• Expansion & Business Cultivation: In tandem with the FDE, you will identify 'white space' within accounts. You are responsible for identifying new use cases and workloads, positioning Hammerspace as the standard for the customer's Global Data Environment
• Executive Business Reviews (EBRs): Lead high-stakes quarterly reviews that demonstrate ROI, highlight technical wins from the FDE, and align on the next 6–12 months of the customer’s mission

Requirements:

• Technical Literacy: While you aren't coding daily, you must understand the fundamentals of IT Infrastructure, Hybrid Cloud, and AI Data Pipelines. You should be comfortable discussing NFS, S3, and high-performance storage concepts
• Project Management: The ability to manage customer implementations and expansions, developing comprehensive check lists of complex environments ensuring that we 'measure twice and cut once' and coordinate the various teams, including the FDEs, Account Team, Support and Engineering as required throughout the lifecycle of these projects
• Complex Account Management: 7+ years of experience managing high-touch, multi-million dollar enterprise accounts in the storage, data management, or infrastructure space
• Orchestration Skills: Proven ability to drive cross-functional teams (Sales, Engineering, and Professional Services) to solve customer problems without direct reporting authority
• Communication Excellence: The ability to simplify the 'technical weeds' into a value-based narrative for CIOs and CTOs
• Crisis Management: A calm, methodical approach to handling high-stakes escalations, working with the Sustaining Engineering team to ensure the customer is informed and confident during resolution