Customer Success Manager

Job Description

About the DepartmentCustomer Success Managers, Technical Support Agents, Professional Services Consultants, and Customer Operations - all working together as part of our Global Customer Services team to help our customers adopt Druva and create the most reliable data protection service in the world.The GCS team at Druva helps customers solve real, technical problems while retaining and expanding the revenue streams that help the company invest in the future of our cloud-based services for companies around the world.We believe that putting our people first, and fostering a creative, exciting, and stimulating environment is a prerequisite to achieving and surpassing our commercial goals.Customer Success Manager (Self Serve)You will be responsible for ensuring the success of Druva s Self-Serve customers. This critical customer base is primarily managed through automated and targeted communication to ensure customer experience is as simple and seamless as possible. Working within the GCS Ops team on Gainsight campaign outreach, in-product notifications, and other targeted communications to customers, you will contribute towards Self-Serve customer satisfaction, growth, renewals and reducing tickets into support. While automation is key for these accounts there will be some direct interaction with these customers when a hands-on experience is required. Working with the sales org, this person will drive expansion opportunities and ensure leads are followed up and driven to close.You will bring great organizational skills, product category knowledge, and project management, as well as a high degree of empathy to ensure the customer s satisfaction with Druva s services.You will maintain a deep understanding of our solutions and present to customers the most relevant features/functionality for their specific business needs. Youll be expected to meet and exceed the goal for net retention (both retention and expansion) by influencing the large number of customers in your segment.This is a cross-functional role, working closely with Product, Professional Services, Customer Support and other teams to close the feedback loop on customer and market needs.Additional responsibilities will include:

• Advocate for and represent the voice of the customer internally
• Manage the proactive customer life cycle leading to a high rate of renewal and growth
• Identify and mitigate risk in customer accounts
• Work cross-functionally with Professional Services, Product, Support, Marketing and other teams to resolve customer business issues and work towards their stated goals
• Manage customer feedback and product needs by providing feature requests to internal partner teams

Examples of desirable skills, knowledge and experience:

• Bachelor s degree
• 6+ years of experience in a Customer Success/Account Management role. B2B preferred
• Proven track record of meeting and exceeding targets
• Understanding of Enterprise SaaS business motions and customer lifecycle
• Proven ability to develop working relationships at all levels of management, both inside your company and within your customer accounts
• Experience with Sales, project management, account portfolio planning and prioritization
• Ability to prioritize, multi-task, and perform effectively under pressure
• Excellent written and spoken communication skills
• Possess top-notch organizational and analytical skills, especially with Salesforce/GainSight knowledge
• Track record of successful planning and execution of Executive Business Reviews
• Experience in generating expansion opportunities and securing references from your portfolio will be a great advantage
• For India / Pune Location: Open to work in late evening shifts

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Keyskills :
salescustomer servicecustomer relationsmarketingonboardingvoice of the customerlife cyclerevenue streamscustomer supporttechnical supportanalytical skillsproject managementportfolio planningcustomer experience