Senior Customer Success Manager, Portworx

About the role

Everpure Senior Customer Success Manager Opportunity

Everpure is currently seeking a Senior Customer Success Manager to lead client growth and ensure successful adoption of our Portworx and Everpure platforms. This position is central to our mission of reshaping the data storage industry and requires innovative thinking dedicated to client satisfaction and company growth. Candidates will join a team recognized for industry-leading advancements.

Location and Work Structure

This role is based primarily in either the Raleigh, North Carolina, or New York, New York office. The position is full-time and requires in-office work, in compliance with Everpure's personnel policies. Specific location-based expectations are defined and must be met unless the employee is on approved leave, such as PTO or work travel.

Position Compensation

The base salary for this role is $140,000, as established for the 2024 period. Compensation for this position may also include incentive pay and equity components, the specifics of which are defined by company policy.

Core Responsibilities

The Senior Customer Success Manager acts as a trusted advisor, managing the complete post-sales journey for key enterprise clients. This involves translating the technical functions of Portworx and Everpure into clear business outcomes and ensuring seamless implementation.

• Client Strategy and Adoption: You will architect and manage client health strategies by mapping specific stakeholder objectives to our platform capabilities. This ensures that adoption metrics directly support strategic account growth and value realization.
• Cross-Functional Leadership: You will champion customer narratives and operational data across internal forums, including engineering and sales departments. This translates technical signals into actionable insights that drive product understanding and service improvements.
• Workflow Orchestration: You will own and optimize onboarding workflows, establishing clear milestones for training, system configuration, and validation. These efforts are directly aligned with broader expansion goals for the client portfolio.
• Business Impact Analysis: You will conduct quarterly business reviews to quantify the tangible business impact of our platforms. This analysis links usage patterns to new strategic opportunities, demonstrating the ROI of the Everpure and Portworx investment.
• Issue Resolution and Trust: You will navigate complex escalations by precisely coordinating with support and engineering teams. Your role is critical in resolving intricate issues while preserving and strengthening long-term client trust.
• Forecasting and Planning: You will shape capacity forecasts by analyzing detailed usage trends. This proactive planning enables portfolio growth and ensures infrastructure needs are anticipated and met.
• Executive Partnership: You will forge executive-level relationships, ensuring leadership maintains visibility into account progress, health, and renewal readiness. This partnership is essential for strategic oversight.
• Success Metric Governance: You will guard key success metrics by continuously monitoring adoption patterns. This includes identifying and removing barriers across the entire client journey to maximize retention and growth.

Required Qualifications

To succeed in this role, you must possess a proven track record in customer relationship management within technology sectors.

• Professional Experience: You bring a minimum of five years of experience managing customer relationships, specifically within technology or enterprise software contexts. This background should include roles similar to Technical Account Management, Customer Success, Professional Services, Support, or Sales Engineering.
• Technical Proficiency: You possess over one year of hands-on experience with container orchestration platforms, such as Kubernetes, within a production environment. Your technical acumen should include a broad understanding of cloud-native storage patterns on major public cloud platforms, including Google Cloud Platform, Amazon Web Services, and Microsoft Azure.
• Communication Excellence: You communicate with exceptional clarity, able to translate complex technical details into concise narratives. You must effectively present to both technical teams and executive leadership.
• Project Management: You demonstrate the ability to successfully manage multiple concurrent projects and clients. You excel at defining project urgency and executing detailed action plans in fast-paced, ambiguous, and dynamic situations.

Additional Considerations

Experience in regulated industries or mission-critical infrastructure environments is highly valued. Proficiency with the Portworx and Everpure platforms is essential for this role.

We are an in-office team, and this requirement is a core component of the position. Success in this role requires consistent presence and engagement at our designated office locations in Raleigh or New York.

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*Note: Please confirm all details on the official application page. Salary ranges are determined by role, level, and location. For positions open to multiple geographical locations, the base salary range reflects the labor market across the applicable locations. This role may be eligible for incentive pay and/or equity.*

What you'll do

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