Sr. Customer Success Manager

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.

As the Senior Manager, Customer Success, you will play a pivotal role in managing and leading a team of Technical Account Managers (TAMs) who serve as advocates within our organization. Your primary focus will be ensuring our customers' success, driving growth and adoption of our technology, and boosting renewals. With your strategic insights and leadership skills, you will improve our product value and contribute to our overall success.

This is a meaningful role that requires good understanding of our technology, leadership skills, industry best practices, strategy and tools, outstanding customer and internal relationships, strategic problem solving, sales cycle awareness, and special skills for understanding where data management and security technology meets business needs.

HOW YOU’LL SPEND YOUR TIME HERE:

• Hire, lead, mentor, and manage a team of elite Technical Account Managers
• Establish a culture of proactive customer support, guaranteeing proper implementation, timely achievement of benefits, widespread product usage, and decreased customer issues and concerns.
• Build internal relationships, improve processes, and remove blockers to ensure efficient operations of the TAM team
• Pitch TAM services to account teams and prospects
• Provide guidance and support to TAMs regarding technical and procedural challenges and procedures.
• Manage the delivery of TAM commitments to customers and ensure high customer satisfaction
• Drive customer renewals and expansion goals
• Hire, develop, mentor, and train TAMs for success and customer satisfaction

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

• Experience and expertise in building and running Technical Customer Success teams
• Experience leading teams in customer-facing roles like Customer Success, Technical Account Management, Solution Architecture, Product Management, Pre-Sales, Issue Resolution, or Professional Services
• Strong people leadership skills, ability to inspire
• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making
• Strong written and verbal technical communication skills, including the ability to communicate effectively with C-level executives
• Expertise in at least one domain like Data Protection, Data Security, Storage, Virtualization, Cloud, or other related technology pillars
• Strong Quarterbacking skills, including project management, ability to control chaotic conversations, sense of ownership and urgency, planning, and raising issues when necessary
• Experience in managing enterprise accounts, including developing customer success strategies, understanding business objectives, handling customer concerns, and supervising technical problem-solving.
• Proven leadership qualities, adept at fostering talent, driven by data, takes ownership, displays creativity, respected authority
• Strong presence, self-assurance, assertiveness, and a willingness to attentively listen to customers and internal team members.
• Solid ability to drive decisions through collaborative alignment
• Experience with SFDC, Gainsight is a plus, and comfortable with creating reports and dashboards highly preferred
• Desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others