Customer Success Manager

Overview

SaaS / cloud application monitoring. Riverbed, the leader in AI observability, helps organizations optimize their user’s 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 open and AI-powered observability platform and solutions optimize digital experiences and greatly improve IT efficiency.

Position Title: Customer Success Manager

Location: England/ Western Europe

Do you thrive on helping customers achieve measurable business outcomes through modern observability and digital experience solutions? Are you at your best when you’re guiding enterprise customers from adoption to verified value?

What You Will Do

• As a Customer Success Manager (CSM) at Riverbed, you are accountable for ensuring customers realize verified value from the Aternity platform.
• You will serve as the central point of coordination and leadership for customer outcomes—translating business objectives into structured success plans, proactively managing risk, and mobilizing internal teams to drive adoption, retention, and growth.
• This role blends program management discipline, executive engagement, and technical acumen to ensure customer success is intentional, measurable, and sustained.
• 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

Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees. Benefits & Perks vary by Country.

About Riverbed

With a 20-year history of innovation, Riverbed is agile, yet proven, and we are disrupting the market with differentiated solutions that enable our customers to deliver secure, seamless digital experiences and accelerate enterprise performance. While we are a ‘customer-first’ company, we are all about our people with a shared commitment to creating a global impact. We bring our best selves to work and pursue excellence, trust, and respect for one another. We welcome and encourage transparency and open communication throughout the company. We strive to be an inclusive, fair, and enjoyable workplace for our people globally and care about their wellbeing. We are committed to our people, partners, and customers while supporting the communities where we work and live. It’s the Power of WE that binds us together.

Riverbed is an equal employment opportunity/Affirmative Action (EEO/AA) employer and provides equal employment opportunities (EEO) 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 child birth (including breast feeding), sexual orientation, genetics, genetic information, marital status, veteran status or any other basis protected by and in accordance with applicable federal, state and local laws.