As our Customer Success and Services Lead, you will have a responsibility for the success of our customers by delivering white-glove post-sales experience, thereby ensuring maximum value for the customers from our product offering(s).

Key Responsibilities

● Drive the overall post-sales engagement with the customers, covering customer onboarding, implementation projects, technical support and advocacy.

● Develop and execute customer success playbooks that map customer requirements and success criteria to a streamlined and efficient onboarding process that ensures whiteglove service, customer delight and rapid time-to-value.

● Build and lead a team of talented support engineers, consultants and technical customer success managers.

● Balance the sales acumen for customer relationship management with deep technical skills in areas, such as Data Protection and Security, SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization. While this position will evolve to a management role, in the near-term, strong hands-on technical ability is required.

● Institute and develop post-sales dashboards and operational metrics by leveragingCRM, Support and Customer Success systems, with a specific focus on lifetime value (LTV), CSAT and NPS.

● Interface with engineering and product management to provide a feedback loop that includes repeatable IP in the form of implementation tools, customer insights, support knowledgebase and quality improvements.

● Interface with sales and marketing for smooth transition from pre-sales to post-sales, ensuring customer lifecycle continuity, thereby minimizing churn and maximizing customer LTV. Develop and mature a customer engagement model in the form of customer advisory boards and referenceability.

● Drive a P&L business plan for post-sales operations, including forecasting budgets and financial plans.

Experience and Skills

● Minimum of a Bachelor’s Degree in a technical field with 7+ years of work experience as a manager of professional services or technical support or customer success.

● In-depth understanding of customer success processes, playbooks and metrics.

● Hands-on experience with people management, project management and budgeting. Demonstrated success with hiring and developing customer success organizations.

● Proficiency in one or more Support and Customer Success Management systems, such as Zendesk and Gainsight.

● Executive presence with excellent communication and leadership skills, and a proven track-record of collaborative success with customers, vendors, staff and internal business partners.

● Understanding of Data Security and Privacy, including corresponding regulations, is a strong plus. Proficiency with technical areas of Linux and Bash scripting, Networking and OSI model, Filesystems, Docker/Kubernetes containers and virtualization are highly desirable.

● Prior experience in product management and/or product development is highly desirable.

● Up to 30% travel (domestic and international).