Sr. Customer Success Manager

Riverbed Technology, a leader in AIOps for observability, is seeking a Senior Customer Success Manager to drive measurable customer outcomes through effective program management. This role involves orchestrating cross-functional resources, identifying risks, and ensuring customers realize value from their purchased solutions.

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