Customer Success Manager

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.

 

SHOULD YOU ACCEPT THIS CHALLENGE...

Pure Storage is actively seeking a Customer Success Manager (CSM) to drive customer satisfaction, strengthen customer relationships and build trusted advisor relationships by personalizing their customer’s experience 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 the customer advocate, trusted advisor and Storage subject matter expert by bridging communication and effort into the various business functions (Engineering, Product Management, Finance, Marketing, Support, Sales, Executive Leadership). 

 

As a CSM, you will manage a portfolio of accounts and be responsible for vital Customer Success activities including on-boarding, adoption, training, consumption, advocacy, retention, renewals, up-sell/cross-sell, reference-ability, customer satisfaction, customer engagement and the overall customer experience. 

 

In this role, you will provide enterprise-level service and support to ensure the successful deployment, delivery and value realization of Pure's as-a-Service Subscription portfolio.  You will provide 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 have a deep understanding of your customer portfolio’s objectives, business challenges and their technical environment in order to deliver effective solutions to both technical and non-technical end-users. 

 

Not only will you be delivering for our customers and partners, you will be critical in our overall digital transformation - part of the team that will build the processes, systems, programs, and tools to ensure that we can deliver an amazing experience as we continue to grow and scale.

 

• Establish yourself as a trusted advisor, advocate and subject matter expert to support the Pure Evergreen Subscription program internally and externally
• 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
• Actively monitor customers’ usage and consumption, provide recommendations of their hardware utilization based on their use case and business goals
• Establish, own and drive strategic, operational, risk and growth management reviews as they relate to hardware / service delivery, deployments, migrations, capacity planning & expansions
• Own the overall post-sales