At a Glance
- Tasks: Drive customer satisfaction and retention while optimising their digital experiences.
- Company: Join Riverbed, a leader in AI observability with a collaborative culture.
- Benefits: Enjoy flexible work policies, wellness programs, and career progression opportunities.
- Other info: Work remotely with occasional travel for high-impact engagements.
- Why this job: Make a real impact on customer success and digital transformation.
- Qualifications: 5+ years in Customer Success or related fields; strong communication skills required.
The predicted salary is between 60000 - 80000 € per year.
Riverbed, the leader in AI observability, helps organizations optimize their users’ experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s AI‑powered observability platform and solutions optimize digital experiences and greatly improve IT efficiency.
What you will do:
- Own customer retention, satisfaction, and expansion, driving long‑term value and partnership.
- Translate customer business goals into structured Success Plans with milestones, owners, timelines, and measurable outcomes.
- Guide customers through adoption and optimization of Aternity’s real‑user monitoring, application performance, and digital experience insights.
- Monitor customer health, adoption signals, and risk indicators; proactively build and execute Get‑Well Plans when needed.
- Lead executive‑level conversations with credibility, including value reviews and strategic roadmap alignment.
- Identify and mitigate risks early, escalating with clear context, impact, and recommended actions.
- Collaborate cross‑functionally with Sales, Product, Engineering, Support, and R&D to deliver a unified customer experience.
- Act as the voice of the customer, contributing insights and feedback that influence product direction and roadmap.
- Support renewal and growth motions by connecting usage, outcomes, and business value.
- Work remotely with occasional travel for strategic, high‑impact customer engagements.
What makes you an ideal candidate:
- 5+ years of experience in Customer Success, Technical Account Management, or enterprise software consulting.
- Bachelor’s degree required; advanced certifications in IT infrastructure, performance monitoring, or observability are a plus.
- Proven ability to influence and engage senior IT and business leaders, including CIOs, CISOs, and directors.
- Strong knowledge in one or more of the following: endpoint management; SaaS / cloud application monitoring; network or application performance monitoring; ITSM integrations and operational workflows.
- Demonstrated program management discipline with the ability to drive execution and accountability.
- Strong analytical and commercial acumen – able to connect SaaS metrics to customer outcomes, renewals, and growth.
- Excellent communication, presentation, and stakeholder management skills.
- Technical troubleshooting experience (Tier 1 or Tier 2) with the ability to identify adoption blockers and coordinate resolution.
- Resilience, composure, and leadership presence – especially in complex or high‑pressure customer situations.
- A passion for digital transformation, observability, and continuous learning.
What we offer:
- Employee benefits include flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives.
- Global employee wellness programs support the physical, emotional, and financial well‑being of our employees.
- Benefits & perks vary by country.
Equal Opportunity Employer: Riverbed is an equal employment opportunity/affirmative action (EEO/AA) employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, physical disability (including HIV and AIDS), mental disability, medical condition, pregnancy or childbirth (including breast feeding), genetics, marital status, veteran status or any other basis protected by and in accordance with applicable federal, state, and local laws.
Customer Success Manager employer: Riverbed Technology, Inc.
Riverbed is an exceptional employer that prioritises employee growth and well-being, offering flexible workplace policies and comprehensive wellness programmes to support a balanced lifestyle. With a strong focus on career progression and continuous learning, employees are empowered to thrive in a collaborative environment that values their contributions and insights. Located in England/Western Europe, Riverbed fosters a culture of innovation and inclusivity, making it an ideal place for those passionate about digital transformation and customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. The more you engage, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your past successes in customer retention and satisfaction. This will give potential employers a clear picture of what you can bring to the table.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors. Focus on articulating how you've influenced senior leaders and driven customer success in previous roles. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer retention and satisfaction, and show how you can drive long-term value for Riverbed.
Showcase Your Skills:Don’t forget to emphasise your technical skills and knowledge in areas like SaaS monitoring and ITSM integrations. We want to see how your background aligns with our needs, so be specific about your achievements!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who’s not just qualified but also passionate about digital transformation and observability. Share your story and what drives you!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker. We can’t wait to hear from you!
How to prepare for a job interview at Riverbed Technology, Inc.
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics relevant to the role. Understand how to connect SaaS metrics to customer outcomes, renewals, and growth. This will help you demonstrate your analytical skills and show that you can drive value for Riverbed's customers.
✨Prepare for Executive-Level Conversations
Since you'll be leading discussions with senior IT and business leaders, practice articulating your thoughts clearly and confidently. Prepare examples of how you've influenced decision-making in previous roles, especially with CIOs or CISOs, to showcase your credibility and leadership presence.
✨Showcase Your Technical Troubleshooting Skills
Be ready to discuss your technical troubleshooting experience, particularly in identifying adoption blockers. Think of specific instances where you coordinated resolutions effectively, as this will highlight your problem-solving abilities and resilience in high-pressure situations.
✨Demonstrate Your Passion for Digital Transformation
Riverbed values a passion for digital transformation and continuous learning. Share your experiences related to observability and how you've contributed to digital initiatives in past roles. This will not only reflect your enthusiasm but also align with Riverbed's mission to empower next-generation digital experiences.
