Sr. Manager, Customer Success

About the Role

HashiCorp is seeking a Sr. Manager, Customer Success to lead and grow a team of Customer Success Managers (CSM). This team is responsible for the end-to-end relationship with our Globals customers, works in a high-performance, reciprocal team environment to drive customer satisfaction by providing lifecycle management for a portfolio of HashiCorp customers.

The Regional Senior Manager, Customer Success will work closely with our Senior Director, Customer Success and will play a critical role in defining the company's customer success methodology. The ideal candidate will have a successful background in customer facing roles, project management with multiple simultaneous projects, be focused, outgoing, and professional with a technology background. The candidate will also be extremely organized, excellent with deadlines, and passionate about becoming a subject matter authority in the HashiCorp product suite.

In this role, you can expect to:

• Manage customer lifecycle
• Manage and be responsible for the end-to-end post sales customer lifecycle – including on-boarding, expansion phase, and renewals
• Provide technical leadership for customer on-boarding projects at large Financial Services, Healthcare, Retail and other industry verticals
• Driver customer success via high touch and low touch methods (automation tools)
• Drive the onboarding trends to provide a continuous improvement approach for all operational process changes
• Drive the initiative of Quarterly Business Reviews (QBR) for the Globals market segment.
• Drive successful renewals with low churn and work with sales operations to execute renewals
• Ability to provide guidance for HashiCorp product deployment with strong skill sets in infrastructure architecture, cloud, IT operations, security, DevOps and DevSecOps processes
• Craft seamless on-boarding processes for our customers by working cross-functionally with Support, Services and Sales Engineering teams
• Conduct regular requirements gathering reviews and project reviews with team members
• Recruit, mentor, and inspire a world-class team
• Build a pipeline of great candidates and future employees
• Set expectations on performance and give feedback as needed
• Set up training schedules and mentoring opportunities
• Drive performance standards to ensure team is performing at consistently high levels
• Drive alignment with Sales Organization
• Outline Customer Success involvement during sales cycle, and where hand-off occurs
• Align with Sales on up-sell,  Cross-sell opportunities and Renewals
• Align with Sales on QBRs (Quarterly Business Reviews)
• Lead cross-functionally to drive customer success
• Provide status and updates to Director, Customer Success
• Gather feedback from other departments, including Sales, Support, Product, and others, to improve the overall customer experience
• Continuous Process improvements – implementation methodology, delivery, CS tools, journey management

You may be a good fit if you have:

• 10+ years Customer Success Management, Sales Engineering, Customer Support or equivalent experience - practitioners are highly encouraged to apply
• At least 3+ years of Management experience
• Expertise in open source, ITaaS and SaaS is a major advantage
• Experience and participation within the DevOps community
• Proficiency with status gathering and reporting for a large customer base
• Comfortable multi-tasking and juggling competing and changing priorities in a fast-paced, ever-evolving, startup environment
• Inspirational leader who can motivate teams to achieve and exceed goals
• Ability to provide expert guidance for HashiCorp product deployment with strong skill sets in infrastructure architecture, cloud, IT operations, security, and development technologies and processes
• Excellent presence; strong written and verbal communication skills
• Upbeat, passionate, and unparalleled customer focus
• Experience managing and influencing change in organizations
• Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms
• Proficiency and/or knowledge of existing HashiCorp tools 
• Experience with implementing software products or solutions to large and dynamic enterprise companies
• Ability to work well in a highly dynamic and team environment that focuses on providing above industry standard customer service
• Travel as needed - up to 20%
• B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience
  

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