Senior Program Manager, Customer Success Operations & Strategy

About NetApp

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

Job Summary:

We are seeking a dynamic and experienced Senior Program Manager of Customer Success Operations to join our growing team and play a pivotal role in growing and scaling our customer success function focused on NetApp’s cloud consumption business. You will be responsible for designing and implementing processes, tools, and strategies to ensure exceptional customer experiences and business outcomes. In this role, you will be deeply involved in the Customer Success team and will serve as a strategic partner to the CS leadership team.

What you'll do:

Customer Success Strategy: Work with Customer Success Leadership to help develop and execute the overall customer success strategy, aligning it with the company's vision in growing the Cloud first-party and hyperscaler marketplace-based business. This includes strategies to drive consumption, retention, expansion, and customer advocacy. 
Customer Success KPIs: Help to define key performance metrics and targets, create reports and dashboards to derive insights into the health of the business, identify areas of opportunities, and present improvement recommendations to leadership.
Customer Experience Design: Build and optimize scalable and efficient customer success processes, ensuring smooth customer onboarding, migration, and expansion. 
Customer Coverage & Workload Design: Optimize the coverage and segmentation model, define strategies to re-distribute workload as needed, and forecast hiring needs. Design CSM playbooks to define touchpoints with customers, optimizing account coverage across Top accounts, named CSM coverage and digital engagement models.
Data Analysis, Financial Planning, and Reporting: Utilize data analytics to gain insights into customer behavior, cloud consumption patterns, and success metrics, providing actionable recommendations for continuous improvement. Financial planning, personnel utilization, and forecasting ARR.
Executive Communications: You will play a strong role in All Hands deck creations, Operations reviews, QBR preps, Board material prep, and general executive reporting.
Tools and Technology: Evaluate, implement, and manage customer success tools and systems to enhance team productivity and ensure effective customer communication.
Cross-Functional Collaboration: Partner with sales, marketing, product, and engineering teams to ensure alignment on customer needs and foster a customer-centric culture across the organization. Help define cross-functional processes and manage the effectiveness of the same.
Customer Health Indicators: Define and track key customer health indicators to proactively identify at-risk customers and implement strategies for retention, upselling and satisfaction. Continue to refine models to drive predictable and measurable customer outcomes.
Innovation & Initiatives: Stay updated with industry trends and best practices, driving a culture of continuous improvement and innovation within the customer success function.
CS Planning: Orchestrate the design and implementation of all aspects of the Go-To-Market plan under the annual planning cycle. This includes resource allocation, compensation, etc.
Customer Feedback and Advocacy: Develop mechanisms to gather customer feedback and insights, leveraging customer success stories and references to drive customer advocacy.

What you need:

• Educational Background: Bachelor's or Master's degree in Business, Marketing, or a related field preferred. An MBA is a plus.
• Experience: Minimum of 8 years of relevant experience - customer success operations or customer success leadership roles, preferably in the SaaS or IaaS enterprise software.
• Exposure to cloud Infrastructure business aligned with hyperscalers like Microsoft Azure or AWS or Google Cloud platform is a big plus.
• SaaS / IaaS Knowledge: Strong understanding of the SaaS or Storage/Infrastructure business model and familiarity with customer success methodologies and best practices.
• Analytical Skills: Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to dri