Technical Customer Success Manager, Druva
MSP
Occasional travel
Cloud-based backup SaaS platform
Open for applications
Cloud-based backup SaaS platform
1001+ employees
Open for applications
Occasional travel
1001+ employees
Company mission
To defend business data and eliminate the stress typically associated with data protection and security.
Role
Who you are
- Bachelor’s degree, MBA or equivalent experience strongly preferred
- 5+ years of experience in a Customer Success/Account Management/Technical Support role servicing strategic accounts
- Experience working in or with Managed Service Providers
- Understanding of data centres and backup/restore/DR industry
- Knowledge understanding on Cloud Infrastructure workloads including - VMWare, Nutanix, File Servers, NAS, SQL Azure and AWS Architecture
- 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 project management, account portfolio planning and prioritisation
- Strong collaboration skills to work with multiple internal stakeholders
- Ability to prioritise, multi-task, and perform effectively under pressure
- Excellent written and spoken communication skills
- Possess top-notch organisational and analytical skills, especially with Salesforce/GainSight/ Power BI knowledge
- Track record of successful planning and execution of Executive Business Reviews
What the job involves
- Customer 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
- You will be responsible for collaborating with the MSP Team to ensure the success of Druva’s Managed Service Provider customers enablement, activation, development and expansion experiences
- You will bring strong relationship-building experience, product knowledge, project management and organisational skills, 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 our MSPs about the most relevant features/functionality for their tenants specific business needs
- You'll be expected to meet and exceed the goal for net retention (both retention and expansion)
- You'll do this while tracking, analysing and communicating key metrics and business trends (such as onboarding, activation, development and expansion) as they relate to the global Customer Success strategy
- This is a cross functional role, working closely with MSP Team, Product, Customer Support and other teams to close the feedback loop on MSP requirements and market needs
- Support onboarding, activation, and ongoing technical support under guidance of the MSP Expand Team
- Ensures seamless integration through service handover, reporting validation, and migration assistance
- Attend bi-weekly partnership cadence calls and regular business reviews to optimize MSP performance
- Oversees incident management, escalation handling, and service operations
- Supports technical consultancy, renewal negotiations, and billing operations
- Ensures MSP partners receive ongoing assistance to maximise customer satisfaction
- Work with the wider MSP team to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion
- Provide Technical TCSM Assistance, Qualification, Platform Compatibility, Demo Support
- Develop and maintain long-term relationships with stakeholders in your account portfolio
- Identify and mitigate risk in MSP accounts
- Work cross-functionally with Product, Support, Marketing and other teams to resolve MSP business issues and work towards their stated goals
- Manage MSP feedback and product needs by providing feature requests to internal partner teams
- Plan on occasional travel
Our take
The data protection industry is booming, thanks to a move to the cloud. Businesses now have access to vast amounts of data that can provide deep insights into every aspect of their operations, but at the same time are vulnerable to cybercrime and service outages. Druva, founded in 2008, exists to protect that vital data with a cloud-based backup service.
As the move to the cloud accelerates, there is a rising number of companies offering data resiliency services, including IBM, Commvault and Rubrik. However, unlike major competitors, Druva's platform is the first entirely cloud-based service, needing no hardware changes. While newer startups have begun to take this same approach, they lack the size, expertise and client base to compete with Druva.
Considered a leader in its sector, Druva has thousands of enterprise clients including household brand names like Samsung, Hulu and DHL. With the Druva Data Resiliency Cloud now surpassing an average of 17 million daily backups, it is clear that demand for the product is still accelerating, and that the company has plenty of room to continue its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Apr 2021
$147m
SERIES H
Jun 2019
$130m
SERIES G
Total funding: $475m
Company benefits
- Well-being: We ensure Druvans and their families have comprehensive healthcare and mental health programs
- Family-Oriented: We provide paid maternity, paternity, adoption and family medical care leave – plus funding to support adoption, fertility treatment, and other related expenses
- Financial Gain: We offer competitive compensation, FSA/HSA accounts, equity, and more, to reward Druvans for their hard work
- Rest and Re-Energize: We encourage Druvans to rest with time away as often as needed because we believe it’s our employees’ passion and creativity that makes Druva special
Company HQ
Santa Clara, CA
Leadership
Jaspreet Singh
(Founder & CEO)Before founding Druva, Jaspreet was a Member of the Technical Staff at Veritas and a Software Engineer with Ensim India.
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