Technical Customer Success Manager

Druva is changing the way companies protect their data. With a service-orientation toward the activities, tasks and processes that make up the day-to-day backup process, we help the modern enterprise protect their data quickly and securely regardless of where it resides, by being instantly available, scalable and easier to use than ever before.
We’re disruptive.  We work hard but try not to take ourselves too seriously.  We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers.  We have high expectations and a career at Druva means challenging yourself to always be better.
What you get to do in this role: 
As a Customer Success Manager, you are responsible for driving customer loyalty, growth, adoption, and success with Druva, including customer onboarding, project success, cross-selling, retention, and renewal.  You are extremely customer focused, and a self-starter with a proven track record of driving customer success. You are strategic, sales-focused, and result-driven.
Key Responsibilities: I want and can do that!
-Grow the customer relationship, becoming a trusted partner to guide them through their journey with Druva
-Develop and implement tailored programs that provide continued value to the customer, ensuring renewals, and driving long-term account growth
-Ensure customers recognize maximum value from their investments in Druva
-Collaborate with the Sales team to ensure subscription growth and increased Druva footprint
-Leverage your Customer Success experience to integrate new ideas and processes into the Druva Customer Success Organization
-Drive the onboarding processes and work cross-functionally with our Support and Services teams to proactively manage each customer’s successful deployment
-Proactively manage each customer’s business needs and environments, actively seeking opportunities to up-sell, and cross-sell
-Think outside the box, and lead strategic initiatives to improve the customer experience with Druva
-Focus on driving long-term customer value
-Contribute to an amazing work culture and environment
Requirements: I’ve done that!
-2+ years in customer success role
-3-5 years in a customer facing role
-Self-starter with a proven track record of driving customer success, including onboarding, adoption, renewals, quarterly business reviews
-Ability to understand customer requirements, and identify up-sell and cross-sell opportunities
-Experience working with a sales team and partnering with account executives in development and closure of sales opportunities
-Highly data-drive with commitment to process
-Excellent verbal and written communication skills
-Strong interpersonal skills and experience initiating and building positive relationships
-Team player with the high integrity
-Capable of changing direction rapidly, to keep up with unpredictable nature of a tech startup
-Strong organization and time management skills with the ability to manage multiple projects simultaneously
-Must be able to excel in an environment where trying and failing is part of the journey
-Extensive experience with Salesforce to maintain accurate activity, contact, and account information of customers and prospects
-Familiarity with IT concepts and industry trends is a MUST
-Experience with software sales and SaaS model is a MUST

Who you are

    • You are enthusiastic, effective, organized, detail oriented, and most importantly, focused on helping the Customer Success team achieve their goals.
    • You are comfortable with constantly-evolving processes and are a self-starter.
    • Excellent analytical skills with a technical aptitude working with Salesforce, Excel, Powerpoint and BI tools
    • Background in Data Protection and associated skills working with products from VMWare, AWS & Microsoft
    • Experience with a SaaS company or demonstrable deep knowledge of SaaS practices
    • Bachelor’s degree is required or equivalent work experience

Work Environment:

    • We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented individuals in the business.

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