Senior Technical Customer Success Manager

Druva, the autonomous data security company, puts data security on autopilot with a 100% SaaS, fully managed platform to secure and recover data from all threats. The Druva Data Security Cloud ensures the availability, confidentiality, and fidelity of data - providing customers with autonomous protection, rapid incident response, and guaranteed data recovery. The company is trusted by its more than 6,000 customers, including 65 of the Fortune 500, to defend business data in today’s ever-connected world. Amidst a rapidly evolving security landscape, Druva offers a $10 million Data Resiliency Guarantee ensuring customer data is protected and secured against every cyber threat. Visit druva.com and follow us on LinkedIn, X and Facebook.

The Role & The Team

Customer Success Managers, Technical Support Engineers, 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.

Technical Customer Success Manager

You will be responsible for ensuring the success of Druva’s largest Enterprise customers and managing all of their post-sale experiences. You will bring strong relationship-building, technical acumen, product knowledge, project management and organizational 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 customers about the most relevant features and functionality for their specific business needs. You will track, analyze and communicate key metrics and business trends (deployment, adoption and usage) as they relate to the global Customer Success strategy. This is a cross functional role, working closely with Sales, Product, Professional Services, Customer Support and other teams to close the feedback loop on customer and market needs.

What You Will Do

• Advocate for and represent the voice of the customer internally across a book of 80+ accounts
• Work with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion
• Manage the proactive customer life cycle leading to high rate of renewal and growth
• Guide customers through their Druva backup environment across all areas, including endpoints, data centers, cloud workloads, and SaaS applications (M365, Google Workspace, SFDC), ensuring they maximize the value of their purchase.
• Develop and maintain long-term relationships with stakeholders in your account portfolio
• Identify and mitigate risk in customer accounts
• Work cross-functionally with Sales, 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
• Plan on 10% travel
  
  

What We Are Looking For

• Bachelor’s degree, MBA or equivalent experience strongly preferred
• 6+ years of experience in a Customer Success or Technical Support/Escalations role servicing enterprise accounts
• 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 prioritization
• Ability to prioritize, multi-task, and perform effectively under pressure; work both proactively and reactively based on customer and company needs
• Excellent written and spoken communication skills
• Possess top-notch organizational and analytical skills, especially with Salesforce/GainSight knowledge
• Understand the basics of the full-stack IT environment including data centers, SaaS apps and cloud workloads
• Backup/restore/DR industry experience a plus

The pay range for this position is expected to be between $105,000 and $147,000/year; however, base pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other incentive compensation opportunities in the form of discretionary annual bonus or commissions, and equity. Additionally, full-time employees are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.