Senior Director, Customer Success

Cohesity is the leader in AI-powered data security. Over 13,600 enterprise customers, including over 85 of the Fortune 100 and nearly 70% of the Global 500, rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Formed from the combination of Cohesity with Veritas’ enterprise data protection business, the company’s solutions secure and protect data on-premises, in the cloud, and at the edge. Backed by NVIDIA, IBM, HPE, Cisco, AWS, Google Cloud, and others, Cohesity is headquartered in Santa Clara, CA, with offices around the globe.

This leadership role oversees and expands the EMEA Customer Success (CS) organization, ensuring our customers achieve meaningful outcomes, accelerating adoption and growth of our technology, strengthening renewals, and delivering strategic insights that elevate our product value. It’s a unique opportunity to make a significant impact on Cohesity’s customers. This is a high-impact role requiring deep knowledge of our technology and use cases, strong leadership capabilities, familiarity with industry-standard Customer Success methodologies, and strategic thinking.

Success in this position demands exceptional customer and internal relationship-building, strategic problem-solving, awareness of the sales cycle, team development and coaching expertise, motivational leadership, analytical strength, and a passion for how data management and security technology solve real business challenges. We are seeking someone who is genuinely passionate about customer advocacy and team development, with a proven track record to back it up. This leader will emphasize quality management, foster a culture of innovation and accountability, and consistently drive operational excellence.

HOW YOU’LL SPEND YOUR TIME HERE:

• Develop a comprehensive Customer Success strategy across high-touch and low-touch motions, aligned to customer segmentation, and differentiated paid vs. free offerings for both cloud and on-prem products.
• Leverage AI-driven insights, automation, and predictive analytics to enhance customer engagement, improve operational efficiency, and scale Customer Success motions across segments.
• Implement Customer Success best practices consistently across the organization and drive standardization through a unified CRM platform.
• Build, lead, and scale a high-performing, multi-geography Customer Success team across Europe.
• Serve as a key member of the global Customer Success leadership team, shaping the vision, strategy, and decision-making for the organization, and driving cross-functional initiatives that elevate the maturity, impact, and operational excellence of the CS function.
• Partner cross-functionally with Sales, Product Management, Engineering and Technical Support to enhance product telemetry, improve data collection and dashboards, and drive continuous operational improvement.
• Deliver strong renewal and expansion outcomes through proactive account management, risk mitigation, and escalation prevention.
• Ensure performance against key operational metrics, including Customer Health (Green/Yellow/Red), Adoption (consumption and usage), reference ability, renewal likelihood, upsell/cross-sell potential, and overall retention/renewal rates.
• Lead a premier, programmatic Customer Success practice that ensures rapid onboarding, seamless internal collaboration, and consistent engagement across the customer lifecycle.
• Work closely with Sales and Renewals teams to identify new opportunities and drive upsell and cross-sell motions.
• Increase customer lifetime value by fostering advocacy and reference ability, serving as a strong customer voice in shaping product and platform evolution.
• Engage effectively across customer organizations, from operational leaders to C-level stakeholders, based on business needs.
• Capture customer feedback and ensure it is clearly communicated internally to support ongoing product and service improvements.
• Continuously assess interactions with top customers, including product performance, depth and breadth of usage, and support experience.

WE’D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING:

• Proven experience building, scaling, and leading Customer Success teams.
• Strong expertise in CS strategy, best practices, and tooling, including emerging AI-driven CS capabilities.
• Successful track record running high-touch, low-touch, and digital-touch CS motions.
• Excellent written and verbal communication; effective with C-level audiences.
• Proficiency in at least one domain: Data Protection, Data Security, Storage, Virtualization, Cloud, or related technologies.
• Strong “quarterbacking” skills—project management, conversation control, ownership, and escalation judgment.
• Solid account management background.
• Demonstrated leadership: talent development, data-driven decision-making, planning, creativity, and inspirational management.
• Executive presence with confidence, assertiveness, and humility.
• High emotional intelligence and strong cross-functional collaboration skills.
• Ability to drive alignment and influence decisions across teams.
• 18+ years of progressive experience in roles such as Solution Architecture, Product Management, CS, TAM, Pre-Sales, Escalation, or Professional Services.
• Ideally, blended experience across post-sales, sales, and consulting.
• Bachelor’s degree in a relevant field (Computer Science preferred) or equivalent experience.
• Proven success in people leadership, coaching, and elevating team performance.
• Strong business operations acumen; hands-on with SFDC, Gainsight, reporting, and dashboards.
• Deep understanding of recurring-revenue value drivers.
• Commitment to continuous learning and improvement.
• Creative, enthusiastic leader who inspires teams.
• Strong influencing skills across all organizational levels.
• Proven success in strategic negotiation and execution.