Forward Deployed Customer Success Manager

Hammerspace delivers a Global Data Environment that spans data centers, AWS, Azure, and Google cloud infrastructure. With origins in Linux, NFS, Open standards, Flash and deep file system and data management technology leadership, Hammerspace delivers the world’s first and only solution to connect global users with their data and applications on any existing data center infrastructure or AWS, Azure, and Google cloud services.

About the Role

Hammerspace is looking for a Forward Deployed CSM to own the strategic relationship for our most prestigious "Lighthouse" accounts. You are the "Air Traffic Controller" for a high-impact success pod, partnering directly with an embedded Forward Deployed Engineer (FDE) to ensure our customers don't just use our software, but achieve transformative business outcomes.

Unlike a traditional CSM role, the Forward Deployed CSM at Hammerspace requires deep technical literacy. You must be able to hold your own in architectural reviews and translate complex infrastructure requirements into a long-term strategic success plan. You are the bridge between the customer’s executive suite and our Engineering organization.

Responsibilities

• Strategic Account Leadership: Own the end-to-end success and retention for a dedicated cohort of Lighthouse accounts. You are the primary point of contact for the customer’s leadership team.
• The "Success Pod" Lead: Orchestrate the efforts of the embedded FDE and the Sustaining Engineering team. You ensure that the technical "last-mile" work being done on-site aligns with the customer’s high-level business goals.
• Health Scoreboard Management: Develop and monitor leading indicators of account health, including product consumption, feature adoption, and executive sentiment.
• Roadmap Advocacy: Act as the voice of our most strategic customers. You will partner with Product Management to ensure the Hammerspace roadmap reflects the needs of the world’s most advanced AI and data-driven organizations.
• Expansion & Business Cultivation: In tandem with the FDE, you will identify "white space" within accounts. You are responsible for identifying new use cases and workloads, positioning Hammerspace as the standard for the customer's Global Data Environment.
• Executive Business Reviews (EBRs): Lead high-stakes quarterly reviews that demonstrate ROI, highlight technical wins from the FDE, and align on the next 6–12 months of the customer’s mission.
  
  

Technical & Professional Qualifications

• Technical Literacy: While you aren't coding daily, you must understand the fundamentals of IT Infrastructure, Hybrid Cloud, and AI Data Pipelines. You should be comfortable discussing NFS, S3, and high-performance storage concepts.
• Project Management:  The ability to manage customer implementations and expansions, developing comprehensive check lists of complex environments ensuring that we “measure twice and cut once” and coordinate the various teams, including the FDEs, Account Team, Support and Engineering as required throughout the lifecycle of these projects.
• Complex Account Management: 7+ years of experience managing high-touch, multi-million dollar enterprise accounts in the storage, data management, or infrastructure space.
• Orchestration Skills: Proven ability to drive  cross-functional teams (Sales, Engineering, and Professional Services) to solve customer problems without direct reporting authority.
• Communication Excellence: The ability to simplify the "technical weeds" into a value-based narrative for CIOs and CTOs.
• Crisis Management: A calm, methodical approach to handling high-stakes escalations, working with the Sustaining Engineering team to ensure the customer is informed and confident during resolution.

Why This Role?

You will be at the center of the most important relationships in the company. You won't just be "managing a renewal"—you will be architecting the success of the most advanced data environments in the world.

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