Director, Customer Success - AMER West

Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real-time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe. Learn more at elastic.co.

We’re looking for a dynamic Enterprise Customer Success Leader to manage a team of  individual contributors and oversee our Enterprise clients' journey from end-to-end.

You'll actively partner with our Direct Sales Team to develop, scale, and grow our post-sales Customer Success function, responsible for enterprise renewals, upsells, critical initiatives, and being a core part of our Global Leadership Team.

Are you passionate and experienced at making customers successful, fostering relationships with large, strategic clients, and excellent at leading and motivating a strong team? If so, we would love to hear from you.

This candidate will need to be located in California but will consider Western States! 

What You Will Be Doing:

• Leading and growing a team of Customer Success Managers in the West
• Own and lead the full portfolio of enterprise customers, measured on both renewal and upsell rates
• Lead the entire post-sales customer lifecycle, including onboarding, ongoing initiatives, and renewal phases
• Strategizing with the direct sales organization on account planning, growth, and renewals
• Advisor for renewals strategy, critical account issues, and ongoing account planning
• Accurately forecasting renewals and upsells
• Providing leadership and vision to Global Leadership Team, spearheading a number of strategic initiatives

What You Bring Along:

• Dynamic people leadership skills and experience leading and growing experienced teams
• Minimum of 10 years of experience in a CSM, Solution Architecture role in a relative and fast-paced technology company
• Minimum of 5 years in a post-sales, Customer Success Leadership role, overseeing a team of individual contributors
• Track record of developing close relationships with sales and other related organizations
• Ability to run and lead internal strategic initiatives
• Proven experience building the processes and procedures of an evolving team
• Strategic, analytical problem solver who isn’t afraid to roll up their sleeves and get into the weeds
• A real passion for problem-solving and driving strategies across a wide variety of technical scenarios and customer verticals
• An understanding of Software Development life cycles and project management skills
• A deep understanding of Big Data and the techniques used to build modern complex data systems at scale
• Effective communicator of programs and concepts at all levels
• High degree of integrity and honesty; demonstrated ability to exercise confidentiality and neutrality in complex and sensitive situations

Bonus Points:

• Knowledge of Big Data, Cloud, NoSql, Search, and Logging products
• Experience working in a global organization and start-up environment
• Experience in technical architecture design

 

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Double your charitable giving - We match up to $1500 (or local currency equivalent)
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is