Director, Customer Success

About Commvault
Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.
JOB DESCRIPTION:
Overview:
As the Director of Customer Success, you will lead all aspects of the regional Customer Success operations. Your role involves assembling a team of Customer Success Managers and Managers to cultivate strong customer relationships, positioning them as trusted advisors and stewards of the ongoing post-sales partnership. Your main objective is to empower our customers to achieve greater success with Commvault’s technologies. You will lead efforts to enhance the overall customer journey from onboarding to renewal, driving positive customer sentiment and improving renewal rates (both Gross and Net). Additionally, you will oversee the subscription renewal business.
What You’ll Be Doing..,

• Directly manage both Managers of Customer Success and Individual Contributors to improve the intersection of people management and process creation to bring out the best in the team with a scalable structure.
• You will be responsible for Establish curriculum for Customer Success Mangers to ensure up to date skills and enablement to drive maximum value with new features and services.
• Establish Performance metrics for Customer Success Managers that align resources to customer outcomes within the constraints of headcount and budget.
• Define Strategic Direction of the Customer Success Managers in Region based on guidance from CS Leadership.
• Define processes to improve CSAT and NPS across the Customer lifecycle.
• Optimize the Customer experience by driving scalable initiatives, using technology solutions where possible to improve engagement during the onboarding and growth and optimization phases for enterprise customers.
  
• Define Customer Consumption/Capacity models that represent the Customer Population and their Experience with the Commvault Platform, using these insights to achieve revenue goals while operating within the constraints of headcount and budget.
• Establish CSM Productivity Goals and Measurements of CSM performance for Revenue, Engagement and NPS for each CSM book of business and regionally to ensure we deliver the optimal Customer Experience
• Define Adoption and Consumption data targets to be used as a primary metric to demonstrate value to Customers, defining nurture and consumption goals for each Customer in the portfolio.
• Establish workflows within Customer Success to proactively assess Risk and develop mitigation strategies to ensure GRR targets are achieved, including Paybooks and Enablement to deliver Repeatable Experiences to Customers
• Deliver Monthly Execution Summaries to CS Leadership for execution and accountability to Quarterly Business Objectives.
• Lead Customer Success updates in various internal meeting formats including QBRs, Recurring Sales Forecasting, and weekly status updates with cross functional partners.
  

Who you are?

• Proven experience of working in a Customer Success Management role, ideally in Data Management SaaS company, demonstrating solid Revenue performance and ability to maintain or increase NPS with your regional book of business.
• Demonstrated experience leading Customer Success Organizations in a SaaS or subscription enterprise software company
• Proven ability to develop strategies and process improvements, translate them into initiatives and track successful delivery.Demonstrated ability to lead global, distributed teams across cultures and geographies
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams

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Get Hired
• Collaborate across the organization, including Product, Engineering, Account Management, Operations, Support, and external stakeholders
• Experience successfully working with senior (C-level) executives.Strong operational skills that will drive organizational efficiencies and customer satisfaction. Proven success with enterprise-level relationships
• Ideally worked with complex marketing technologies such as customer data platforms, email marketing automation, personalization, or digital ad platforms and passionate about making customers successful and growing team members’ careers
  

You’ll love working here because...

• Employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• Annual health check-ups, Car lease Program, and Tuition Reimbursement
• An inclusive company culture, an opportunity to join our Community Guilds
• Personal accident cover and Term life cover
  

Ready to #makeyourmark at Commvault? Apply now!
Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.
Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.