Back to jobs
New

Success Account Manager

Bangalore, India

Recruitment Fraud Alert

We’ve learned that scammers are impersonating Commvault team members—including HR and leadership—via email or text. These bad actors may conduct fake interviews and ask for personal information, such as your social security number.  

What to know:

  • Commvault does not conduct interviews by email or text.
  • We will never ask you to submit sensitive documents (including banking information, SSN, etc) before your first day.

If you suspect a recruiting scam, please contact us at wwrecruitingteam@commvault.com 

 

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. 

The Opportunity:

As a Success Account Manager (SAM) at Commvault, you will be instrumental in fostering and maintaining strong, long-term relationships with both customers and internal stakeholders. Your primary mission is to drive customer success by ensuring positive post-sales experiences, delivering measurable outcomes, and showcasing the value of Commvault’s solutions.

As part of the Commvault Cloud Success Services team, you will help support our largest customers, taking ownership of the overall customer relationship at the account level. Collaborating closely with Technical Account Managers (TAMs), Sales, and Renewals teams, you will serve as a pivotal team member, ensuring smooth issue resolution and managing escalations to successful outcomes.

Additionally, you will provide critical situation management from the field, acting as a key liaison between Technical Support, Software Engineering, Field Operations, and other key stakeholders to align customer needs with Commvault’s capabilities. Your role is essential in driving customer satisfaction, retention, and long-term success.

The Success Account Manager must exhibit a strong work ethic and excel in a dynamic, often unstructured environment. The ideal candidate will be highly strategic, collaborating closely with customers and internal stakeholders to ensure that customers derive maximum value from Commvault services, thereby driving both high Gross Retention Rate (GRR) and Net Revenue Retention (NRR).

 What you’ll be doing…,

Account/Customer Escalations:

  • Drive resolution to intricate customer scenarios by coordinating the efforts of the Customer Support, Account Team, Professional Services (including partner resources as necessary), and Commvault Engineering, while keeping all stakeholders aligned.
  • Document issues, set priorities, and track resolutions to meet customer expectations using custom success plans.
  • Resolve low CSAT scores to improve year-over-year.
  • Establish a clear communication schedule and plan with the customer and internal stakeholders.
  • Lead escalation meetings, presenting key success criteria progress.

Support Engagement:

  • Oversee customer support interactions to track and manage critical support incidents.
  • Analyze and document patterns in problem and incident management to enhance customer enablement. Collaborate with internal teams to develop plans and content that improve customer knowledge and reduce resolution time.
  • Collaborate with the support team managers to ensure progress and resolve issues.
  • Discuss ticket priority with customers, understand their business context, and ensure severity aligns with requirements.

Customer Success:

  • Develop and maintain strong, long-term relationships with customers and internal stakeholders.
  • Drive customer outcomes and demonstrate the return on investment of Commvault's technologies.
  • Ensure adherence to processes so that customers are aware of support and escalation procedures to improve resolution times.
  • Ensure customers are progressing through their journey phases in line with the time-sensitive goals set by Commvault Leadership.
  • Identify and suggest opportunities to enhance Enterprise Success Services to improve customer experience.

Revenue and Sentiment Management:

  • Reduce churn and improve retention by identifying and documenting risks through close monitoring of account health and addressing issues before they escalate.
  • Ensure revenue and sentiment targets are met for your assigned book of business.
  • Present the status of revenue, sentiment, and engagement bi-weekly/monthly during internal business reviews, highlighting areas of risk and driving mitigation efforts.
  • Identify opportunities to drive growth with customers, collaborating with internal stakeholders to secure expansions.
  • Forecast customer risks well in advance of critical milestones, enabling the leadership team to develop and implement mitigations that may include contract changes, product adjustments, or additional engagement from various product teams.

Who you are??

  • Passion for Customer Success: A commitment to assisting customers in achieving their goals and utilizing Commvault’s solutions to their fullest extent.
  • Team Player: Ability to work collaboratively with internal teams and external partners to support customer success.
  • Outstanding Collaboration Skills: Strong communication and interpersonal skills to build and maintain relationships with both customers and colleagues.
  • Critical and Lateral Thinking: The ability to analyse complex situations, think creatively, and develop effective solutions.
  • Adaptability: Flexibility to handle changing business priorities and the ability to prioritize tasks efficiently.
  • Project Management: Highly organized with strong project management skills, particularly in a fast-paced and evolving product landscape.
  • Technical Competency: Understanding of customer success and/or customer experience methodologies and the ability to align customers’ business requirements with product capabilities.
  • Communication Skills: Ability to communicate effectively in both written and verbal forms in the required language for the role.
  • Exceptional Presentation Skills: Able to communicate effectively with technical teams and executives, adapting content to suit different audiences.

Qualifications and Experience:

Experience: 5+ years in customer success, account management, or a related role.

Technical Knowledge: Commvault Certified Professional or willingness to learn.

Communication Skills: Excellent written and verbal skills.

Problem-Solving: Proven ability to resolve customer issues effectively.

Travel Requirements: Limited travel may be required, which varies by region.If you are passionate about customer success and ready to take on a challenging and rewarding role, we encourage you to apply.

 

#LI-MR1

#LI-Hybrid

 

 

 

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.

 

Commvault's Privacy Policy

 

Create a Job Alert

Interested in building your career at Commvault? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Commvault’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.