Manager, Customer Success

SHOULD YOU ACCEPT THIS CHALLENGE...

Pure Storage is actively seeking a Manager, Customer Success, to be a team leader with a focus on driving customer satisfaction, strengthening customer relationships and building trusted advisor relationships for Pure's as-a-Service Subscription portfolio, which includes Evergreen//One, Evergreen//Flex and Cloud Block Store. This is a critical function that directly impacts Pure’s industry-leading Net Promoter Score.

You will be a team leader and a customer advocate, trusted advisor and Storage subject matter expert that will be the bridge to critical business functions, including; Professional Services, Engineering, Product Management, Finance, Marketing, Support, Sales, and Executive Leadership.

As a Manager of Customer Success, you will have two important roles as a “Player / Manager”. As a “Player”, you will manage a limited portfolio of key accounts and be responsible for vital Customer Success activities including on-boarding, adoption, training, advocacy, consumption, retention, renewals, reference-ability, customer satisfaction, customer engagement and the overall customer experience. As a “Manager”, you will lead a team of CSMs, ensuring they are enabled to provide a world class experience to their customers. You will be responsible for your team’s development and accountable for the customer experience of the region you represent. 

In this role, you will provide team leadership and enterprise-level service and support to ensure the successful deployment, delivery and value realization of Pure's as-a-Service Subscription portfolio to a select set of key customers.  A Manager of Customer Success is expected to lead by example by providing a personalized experience by engaging with customers, partners, distributors and internal stakeholders to align Pure Storage technology with business and technical needs across the entire lifecycle.  You will also mentor and coach your team by providing the onboarding, support guidance, subject matter expertise and ongoing career development to ensure the team is providing a consistent level of service and experience while growing in their individual careers.

Not only will you be leading a team and delivering for our customers and partners, you will be critical in our overall organizational growth and digital transformation - part of the leadership team that will design and build the processes, systems, programs, and tools to ensure that we continue to deliver our industry-leading experience as we continue to grow and scale.

IN THIS ROLE YOU’LL...

• Lead a team of CSMs in a geographic region with an eye on customer experience and aligned to Pure’s Customer Success strategy
• Mentor and coach your CSM team to ensure they are meeting organizational and individual objectives, support their personal career goals
• Manage a Customer Success region and the associated relationships across Customer Experience, Engineering, Product Management, Finance, Marketing, Support, Sales and Executive Leadership
• Be a mentor to the partner ecosystem CSM community 
• Establish yourself as a trusted advisor, advocate and mentor to support the Evergreen Subscription program internally and externally
• Be a subject matter expert on data storage and post sales subscription delivery 
• Manage a portfolio of key customers in your region where you will develop a deep understanding of your customers’ business priorities, operational model/objectives, data center environment, data center architecture/roadmap, implementations, business priorities and IT initiatives
• Own the overall post-sales service delivery relationship with key customers with responsibility for total customer experience within your accounts. You will be required to own and drive service value delivery while supporting issue management, customer escalations and resolution
• Actively monitor customers’ usage and consumption, provide recommendations of their hardware utilization based on their use case and business goals
• Act as a customer advocate and conduit into various internal cross-functional teams, including Sales, Support, Engineering, Product Management and Executive leadership
• Participate in Executive Briefing Committee discussions, Sales Account Strategy & Growth planning, Technical and Support troubleshooting and triaging
• Own and drive multiple internal initiatives that enhance and grow the CS organization
• Active in developing long term Customer Success strategies and services offerings as a part of the Customer Success Leadership team
• ** MUST BE ABLE TO WORK ONSITE IN THE NEW YORK OFFICE**

WHAT YOU’LL NEED TO BRING TO THIS ROLE...

• 7+ years experience in a customer-facing or account management role
• 5+ years in a Customer Success role
• 2+ years as a people manager, preferably in a Customer Success organization
• Willingness to be a “Player / Manager”, managing a customer portfolio while also leading a team of regional CSMs
• Prior experience in a Professional Services Consultant, Technical Account Manager, Architect and/or Sales Engineering (or similar) function is a plus
• Experience in the enterprise data center environment, ideally with a leading IT infrastructure or software vendor is a plus
• Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management, and Consulting Services
• Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and stakeholders
• Exercise excellent judgment in a high-performing, high-growth environment while paying extremely close attention to detail and keeping the bigger picture in view
• Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships
• Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain the impact in business terms, reports and presentations to executives within Pure
• Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues at the executive level
• Ability to adapt to, define and influence within a new business line where policies, process and operations are in early stages of development
• Willingness and ability to travel to customer location as needed (10% or less)
• On occasion, provide after hours and weekend on-call availability to support key maintenance activities
• Located within a reasonable radius to support potential customer visits 
• Bachelor’s Degree required.  A degree in Computer Science, Engineering or experience in a related technical field a plus
• ITIL, PMP, PMI, Six Sigma certifications would be a bonus

You will be based in New York. As this is an office-centric role, you are expected to be present in the office for 3 days a week. As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need.

The annual base salary range is: $141,000 - $212,000. Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. This role may be eligible for incentive pay and/or equity. And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events - check out purebenefits.com for more information.