Manager, Customer Success

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 nine 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.

 

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 Evergr