As a Customer Success Manager (CSM) you will use data-driven methodologies to drive onboarding, adoption, expansion, and renewals at scale. You will engage customers through multiple channels including email, in-app guides, online communities, and targeted 1:1 interactions across your assigned region or customer segment.

Customers supported by the Success team require personalized, scalable engagement models with simplified processes for onboarding, adoption, expansion, and renewals. Your ability to personalize at scale will be critical in delivering world-class customer experiences while meeting revenue, sentiment, and retention goals.

Position Responsibilities

Leverage Gainsight and other communication technologies to drive customer onboarding, adoption, and expansion across the Commvault portfolio

Design and execute messaging campaigns, including content and email sequences, using Gainsight and Marketo to support retention and expansion outcomes

Provide feedback on new and existing email sequences to continuously improve the customer experience with Commvault technologies

Execute customer engagement goals defined in the Customer Journey Map, ensuring required touchpoints and feedback loops are completed

Collaborate with the broader Success team to develop and implement new digital engagement initiatives that enable personalization at scale

Identify and mitigate customer risk through direct interactions, CSAT feedback, and internal shared mailboxes for customer communications

Engage customers through scheduled, recurring feedback sessions to identify risks and uncover expansion opportunities

Proactively drive expansion by analyzing subscription consumption trends and internal business data to identify opportunities to protect additional customer data and infrastructure

Escalate issues proactively with internal teams when customer contact data is inaccurate or when customers are unresponsive to engagement efforts

Customer Success Manager

Responsibilities

Company

Commvault

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