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Customer Success Manager

Illinois, United States of America; Missouri, United States of America; Texas, United States or America

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  • Commvault does not conduct interviews by email or text.
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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. 

Job Description Overview

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
  • Ensure customers meet defined Time to Onboard, Time to Adopt, and Time to Value SLAs as set by Customer Success Leadership for your assigned segment or book of business

Position Requirements

  • Minimum of 2 years of experience in account management or a customer-facing role focused on engagement and outcome delivery
  • Experience with Customer Success methodologies, including managing expansion and renewal cycles
  • Strong passion for customer experience and a demonstrated ability to improve end-to-end customer outcomes
  • Familiarity with digital customer engagement platforms such as Gainsight and email campaign development
  • Ability to independently navigate ambiguity and guide customers to success in a fast-paced SaaS environment with evolving product functionality
  • Working knowledge of data center operations, including networking, storage, compute, virtualization, databases, and Backup as a Service solutions
  • Ability to complete assigned technical enablement training while managing a high volume of customer interactions
  • Experience with Gainsight and Journey Orchestrator is a plus
  • Technical certifications, college degree, or equivalent experience in data management, cloud services, or SaaS

You’ll Love Working Here Because:

  • Continuous professional development, product training, and clear career pathing
  • An inclusive company culture with opportunities to participate in Employee Groups
  • Generous benefits that support your health, financial security, and work-life balance
  • Employee Stock Purchase Plan (ESPP) and a competitive total rewards package

#LI-PK1
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Thank you for your interest in Commvault. Reflected below is the minimum and maximum base salary range for this role. At Commvault we use broad salary ranges in our job postings to reflect the diverse levels of expertise and experience among our candidates and is not reflective of the total compensation and benefits package. The specific salary offered will be determined based on your unique qualifications, including your relevant experience, skills, and the value you bring to the role. While the range provides a general idea of the compensation, it is important to note that placements within the range are not automatic and will be carefully considered to ensure a fair and competitive offer. We are committed to rewarding talent and experience.

Pay Range

$72,250 - $126,500 USD

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.

 

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