Customer Success Manager, Pure Storage
$82-174k
Eligible for incentive pay and/or equity
3 days a week in office
Data storage company
Job no longer available
Data storage company
1001+ employees
Job no longer available
$82-174k
Eligible for incentive pay and/or equity
3 days a week in office
1001+ employees
Company mission
To redefine the storage experience and empower innovators by simplifying how people consume and interact with data.
Role
Who you are
- 5+ years experience in a customer-facing, account management role
- 2+ years experience in a Customer Success role
- Prior experience in a Professional Services Consultant, TAM, Support or Sales Engineering (or similar) function a plus
- Experience in an enterprise data center environment is preferred, but not required for the right candidate
- Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management, and Consulting Services
- Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and stakeholders
- Must be able to exercise excellent judgment in a high-performing, high-growth environment while paying extremely close attention to detail and keeping the bigger picture in view
- Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships
- Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain the impact in business terms, reports and presentations to executives within Pure and the customer organization
- Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues at the executive level
- Ability to adapt to, define and influence within a new business line where policies, process and operations are in early stages of development
- Willingness and ability to travel to customer location as needed (10% or less)
- On occasion, provide after hours and weekend on-call availability to support key maintenance activities
- Located in a reasonable radius of your region to support potential customer visits
- Bachelor’s Degree required. A degree in Computer Science, Engineering or experience in a related technical field a plus
- ITIL, PMP, PMI, Six Sigma certifications would be a bonus!
- MUST BE ABLE TO WORK ONSITE THREE DAYS A WEEK
What the job involves
- 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 service delivery relationship with key customers with complete responsibility for total customer experience within your accounts. You will be required to own and drive service value delivery while actively supporting issue management, customer escalations and resolution
- Deliver monthly and quarterly business reviews to align business and technical goals across multiple stakeholders e.g. customers, partners, GSIs and multiple functions across Pure Storage
- Act as a customer advocate and conduit into various internal cross-functional teams, including Sales, Support, Engineering, Product Management and Executive leadership
- Participate in Executive Briefing Committee discussions, Sales Account Strategy & Growth planning, Technical and Support troubleshooting and triaging
- Actively participate in internal initiatives that enhance and grow the CS organization
Our take
Named one of the top 50 Hottest Edge Hardware, Software, and Services Companies of 2022, Pure Storage is a data storage company that helps tech and software businesses leverage the continuous innovations of AI and machine learning through its storage solutions. From Roblox to NASA, many of Pure Storage’s customers are leaders in their fields.
After seeing rapid revenue growth in the early 2010s despite overall losses, Pure Storage’s 2015 IPO benefitted the company over the next half-decade, spreading losses with public trade. The risk especially paid off when many companies migrated to cloud services in the 2020s.
As data centers flew into the crosshairs of sustainable energy efforts, Pure Storage has remained on the right side of publicity through its Evergreen // One portfolio, a flexible consumption-based storage model for providers. In January 2023, Pure Storage reported continued subscription growth for this model and should continue on track as its hefty and influential client list evolves to meet sustainability goals.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Apr 2014
$225m
SERIES F
Aug 2013
$150m
SERIES E
Total funding: $474.9m
Company HQ
Santa Clara, CA
Leadership
John Colgrove
(CTO)Previously EIR at Sutter Hill Ventures, Fellow at Symantec Software, and Engineer at Amdahl.
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