Customer Success Manager

As a Customer Success Manager, the role involves becoming a trusted advisor to customers and internal partners while owning the success of the overall post-sales relationship. Demonstrating the value and return on investment for customers is crucial, serving as a pivotal go-to contact who advocates and facilitates successful customer outcomes throughout the broader Commvault organization. Success in this role requires a focus on customer success, onboarding, renewals, and expansions. Being a team player with outstanding collaboration skills and the ability to think both critically and laterally is crucial. Coping with shifting business demands and prioritizing tasks appropriately is also vital.

What youll be doing

• Act as a customer's guide throughout their journey, ensuring they achieve all milestones in their activation, onboarding, adoption, and renewal phases.
• Develop dynamic success plans that demonstrably deliver on customer expectations and handle exceptions. Act as a trusted advisor for customers, using internal business relationships and processes to resolve concerns and improve the customer experience.
• Build strong customer relationships that help retain and expand their footprint with Metallic. Lead customer meetings and ongoing business reviews, presenting progress on key success criteria.
• Monitor account health and important metrics to ensure continued adoption and alignment with customer objectives for overall success. Proactively identify and prevent churn risk.
• Facilitate Metallic onboarding, including key processes, customer enablement, escalation pathways, and initial account/user setup. Develop ongoing nurture and education campaigns that promote software value and help grow customer loyalty and retention.
• Deliver customer renewals and expansions, meeting financial targets set by Commvault Leadership. Ensure customers move efficiently through their journey phases, meeting the time-sensitive goals set by Commvault Leadership.
• Deliver technical onboarding for Metallic O365 workloads, including basic cloud configuration and administration tasks. Ensure revenue and sentiment goals are accomplished for your assigned book of business.
• Present the status of revenue, sentiment, and engagement monthly in internal business reviews, highlighting areas of risk and driving mitigation. Find opportunities to drive customer loyalty, delighting customers with product knowledge and the ability to identify their unmet needs and drive next steps.
• Ensure customer risks are forecasted well in advance of critical milestones, giving the leadership team time to build and deliver mitigations that may include contract changes, product changes, or additional engagement from various product teams.

Who you are ?

• Possess a strong understanding of customer success and/or customer experience methodologies.
• Map customers' business requirements to product capabilities and work autonomously to deliver on responsibilities and objectives.
• Exhibit excellent interpersonal skills, with the ability to guide change and empower various partners, supported by strong communication, presentation, and influencing abilities.
• Be highly organized with strong project management skills in a fast-paced and rapidly evolving product landscape.
• Complete internal sales handovers to ensure a smooth customer experience, maintaining continuity of relationships by understanding customer needs prior to engagement.
• Demonstrate experience as a self-starter, maintaining technical proficiency in a fast-paced and dynamic competitive product landscape.
• Leverage skills and experience to find opportunities, drive value, and prioritize what matters most for customers and the business.