CSM Manager, Portworx

Company Overview

BE PART OF BUILDING THE FUTURE.

What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse?

The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure's vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, we've only scratched the surface of our ambitions.

Pure is blazing trails and setting records:

• For ten straight years, Gartner has named Pure a leader in the Magic Quadrant

• Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globally

• Industry analysts and press applaud Pure's leadership across these dimensions

• And, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go

If you, like us, say "bring it on" to exciting challenges that change the world, we have endless opportunities where you can make your mark.

Portworx

Pure Storage Acquired Portworx in October 2020, Creating the Industry's Most Complete Kubernetes Data Services Platform for Cloud Native Applications. This acquisition represents Pure's largest to date and our deeper expansion into the fast-growing market for multi-cloud data services to support Kubernetes and containers.

Position Overview

Portworx by Pure Storage is the leading global solution for unlocking the potential of Kubernetes by unlocking the power of data at enterprise scale. Portworx is a cloud native platform that enterprises depend on to reduce the cost and complexity of rapidly deploying containerized applications across multiple clouds and on-prem environments. By providing a single standard that works across the environment, we reduce the operating cost of kubernetes, unlock more use cases, and make it easier to modernize applications, delight developers, and deliver innovation.

Via Portworx, you can manage any database or stateful service on any infrastructure using any container scheduler. You get a single data management layer for all of your stateful services, no matter where they run. And we thrive in multi-cloud environments

Portworx by Pure Storage is actively seeking a Manager of Customer Success to develop, lead, and grow a global practice of "high-touch" or "white-glove" CSMs. You will partner with cross functional leadership to drive customer success strategies centered on ensuring our customers' satisfaction, value attainment, and growth.

Responsibilities

• Build global processes and practices to enable a high-touch team of Customer Success Managers

• Partner with product management, professional service, and support leadership team members to improve customer experience and help customers achieve their business objectives leveraging Portworx solutions

• Identify opportunities to improve our services and products through data driven analysis, customer engagement feedback, and playbook effectiveness

• Support internal and external strategic quarterly business reviews with executive leadership teams

• Oversee the management of the team's portfolio of strategic accounts, proactively identifying renewal risk and partnering with sales leadership to mitigate churn, maximize renewals, and identify expansion opportunities

• Own, manage, and lead the resolution of customer satisfaction escalations

• Advocate internally on behalf of our customer base, balancing the needs of the business with the customer objectives

• Enable, coach, and mentor your team to ensure customer key objectives and operational metrics are achieved

• Identify opportunities to digitize our customer engagement, reducing non-value

Qualifications

• Comfort in working in a fast paced, entrepreneurial, dynamic working environment

• Demonstrated experience in crafting value and outcome based adoption and expansion customer success playbooks

• Experience leveraging Gainsight to operationalize a CX practice

• 10+ years of customer facing experience within the technology industry

• 5+ years of leadership experience in customer success related to SaaS

• Demonstrated experience of high customer retention in a startup environment

• Demonstrated experience of working with various cross-functional groups

• Knowledge of Cloud Native Application Development technologies desirable

• Ability to present to leadership in person or remote

• BA/BA degree in business, marketing or software engineering.

• Excellent time management and interpersonal skills.

• A desire to drive change and evangelize new technologies and practices

• Passion for post-sales customer and partner success.

• Competitive attitude and strong work ethic with the ability to enthusiastically represent the company.

#LI-HYBRID #LI-ONSITE

Pay Range

USD $158,000.00 - USD $238,000.00 /Yr.

Pay Transparency Statement

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.

BE YOU-CORPORATE CLONES NEED NOT APPLY

Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.

Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

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.

PURE IS COMMITTED TO EQUALITY.