Customer Success Manager

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.

This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

Pure Storage is seeking a Customer Success Manager (CSM) to drive and lead our customers to successfully adopt and utilize Portworx products by developing and executing tailored Customer Success Plans, crafting and delivering Quarterly Business Reviews, understanding your customers business needs, technical priorities and proactively addressing potential issues to maximize customer value and drive ongoing business growth within your assigned book of business. You will act as an advocate and trusted advisor for the customer within Portworx/Pure Storage by communicating customer feedback to internal teams to improve our product and service offerings.

Portworx believes in a collaborative, team first culture where the mindset of aggressive ownership and accountability powers our ethos of innovation and underscores our core mentality of Work Hard, Play Hard.

Key Responsibilities:

Customer Relationship Management: Build and maintain strong relationships with customer product and sponsorship stakeholders for your assigned accounts. Act as a trusted advisor to a portfolio of enterprise customers, ensuring their success with Portworx’s software solutions. Proactively manage the customer lifecycle, including onboarding, adoption, renewal, and expansion.

Success Plan Development: Create success plans that enable customer initiatives and measurable business objectives. . Regularly report your progress to internal and external stakeholders.

Quarterly Business Reviews - Conduct regular business reviews to discuss key performance indicators, challenges, and growth opportunities.

Technical Expertise: Serve as the primary contact for customer inquires, troubleshooting, and issue escalations

Proactive Engagement: Track and analyze customer adoption/usage metrics to identify trends and opportunities for usage and expansion of use cases.

Voice of the Customer: Collaborate with internal teams(e.g. Sales, Product, Support) to address and project manage customer needs and drive solutions. Partner with Sales to identify upsell and cross-sell opportunities. Provide insights to Product teams based on customer feedback and feature requests.

Renewal and Expansion: Identify and mitigate potential churn risks, escalating when necessary. Identify and advocate for mutually beneficial opportunities for expansion, cross-sell, and upsell by demonstrating ROI and alignment with customer priorities.

Ownership Mindset & Executive Sponsorship Focus: Begin understanding the strategic goals of customer organizations and identify opportunities to align the company’s offerings.Take the initiative to support senior team members in fostering relationships with customer executives by preparing insights, reports, and actionable recommendations

Customer Travel: Willingness and ability to travel up to 40%(occasionally on short notice)

Experience You Bring:

Previous experience in customer-facing roles, such as customer success,technical account management, professional services, support, or account management, preferably in Cloud computing, containerization, virtualization, or application deployment

2 to 5 years of demonstrated success and experience in customer facing roles

Previous experience with Salesforce and Gainsight

Excellent communication, presentation, and interpersonal skills to build rapport with customers at various levels

Empathy and a customer-first mindset

Problem solving aptitude with great attention to detail

Eagerness to learn and adapt to new technologies and processes

Preferred Skills & Qualifications:

Good technical knowledge of VMware, Linux, Kubernetes, Google cloud platform, AWS and Azure.

Knowledge and hands-on experience in cloud deployments

Deep (and technical) understanding of data center infrastructure – virtualization, compute, storage, networking, converged infrastructure, distributed file systems, DR/HA, security - and workloads such as VDI and enterprise apps.

Project Management and/or service delivery qualifications (such as PRINCE2 or ITIL)

Bachelor’s Degree in Computer Science, Engineering or related field, or equivalent technical experience is required

NOTE: We are primarily an in-office environment and therefore, you will be expected to work from the Chicago or New York office in compliance with Pure’s policies, unless you are on PTO, work travel, or other approved leave.

Nice to have: Professional knowledge of French.

WHAT YOU CAN EXPECT FROM US:

• Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers.
• Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area™, Fortune's Best Workplaces for Millennials™ and certified as a Great Place to Work®!
• Pure Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources and company-sponsored team events. Check out purebenefits.com for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview.

WHERE DIFFERENCES FUEL INNOVATION:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. At Pure Storage, diversity, equity, inclusion and sustainability are part of our DNA because we believe our people will shape the next chapter of our success story.​ 

Pure Storage is proud to be an equal opportunity employer. We strongly encourage applications from Indigenous Peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities. We also encourage you to apply even if you feel you don’t match all of the role criteria. If you think you can do the job and feel you’re a good match, please apply.