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About the Role

The Cohesity Customer Success Manager (CSM) Service ensures enterprise customers maximize value from their Cohesity investment by leading all aspects of the post-sales customer experience, including technical issues and customer adoption to grow accounts.

Responsibilities

Demonstrates in-depth knowledge of the client, their industry, and internal workings to foster trust and increase adoption of Cohesity services.
Proactively highlights product and service features to pre-empt client needs, driving adoption and utilization of Cohesity products.
Keeps current on developments in the client environment to identify and suggest Cohesity upsell opportunities.
Onboards new customers and educates early-stage client representatives.
Builds and manages relationships between the client and Cohesity support teams.
Acts as the go-to resource for solving complex customer issues.
Investigates client needs and advocates on their behalf to internal Cohesity stakeholders, including managing high-impact cases alongside leadership.
Analyzes and shares findings internally, identifying cross-functional dependencies and planning accordingly.
Proactively collaborates with Solutions Architects and SMEs across PS, TME, PM, and other areas as needed.
Owns the customer’s success roadmap, tracking goals and value delivered.
Develops Get Well Plans, tracks and owns follow-ups, and serves as a central point of contact to return accounts to a healthy state across Product, Support, and Escalation teams.
Ensures customer success tools are updated with key information, including touchpoints, health scores, Get Well Plans, meeting notes, and QBR documentation.

Requirements

12+ years of experience across at least two domains: Data Protection, Virtualization, Storage, Backup, or Cloud Computing.
Experience managing complex technical escalations and guiding them to resolution.
Confidence addressing product-related queries and leading technical discussions.
Proven ability to onboard and train customers to maximize product value.
Comfortable gathering customer feedback to influence product development.
Skilled in monitoring capacity, usage, and trends.
Experience leading regular business reviews and customer meetings.
Ability to suggest upgrades or enhancements that align with customer needs.
Track record of identifying upsell and expansion opportunities.
Proficient in Root Cause Analysis (RCA) documentation.
Adept at partnering with cross-functional teams (Sales, Support, Renewals, PS, etc.) to improve customer outcomes.
High emotional intelligence and a proactive, ownership-driven mindset.
Flexible and responsive to changing customer demands, including occasional off-hours support.
Does not drive pre-sales activities.
Does not own quota and is not directly responsible for closing deals.

Skills

Expert in data management principles, including collection, storage, processing, and analysis.
Deep understanding of data governance, quality, and security.
Well-versed in data center architecture.
Expert-level product knowledge to confidently advise customers and resolve concerns.
Leads with deep technical and procedural expertise, enabling others to handle difficult customers and complex escalations independently.
Identifies data trends and constructs compelling business cases.
Maintains a “big picture” perspective across technology domains and mentors others accordingly.
Communicates with clarity and precision, using appropriate business language for written and verbal interactions.
Able to deliver actionable information that drives decision-making.
Proactively identifies and addresses customer needs.
Takes initiative in owning customer problems and updates all stakeholders regularly.
Identifies key contacts across internal and external organizations.
Builds trusted relationships across GEOS and cross-functional teams.
Demonstrates self-awareness and professional accountability.
Fosters team spirit and fairness.
Helps colleagues proactively and secures necessary resources.
Builds an inclusive, productive team environment.
Embraces change in structures, ideas, and processes.
Identifies low value tasks and eliminates them with leadership input.
Self-directed and reliable in executing responsibilities.
Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.

Location

Santa Clara, CA

Work Type

Hybrid

Experience Level

12+ years

About the Company

Cohesity is the leader in AI-powered data security, with over 13,600 enterprise customers, including over 85 of the Fortune 100 and nearly 70% of the Global 500.
Cohesity's solutions secure and protect data on-premises, in the cloud, and at the edge.
The company is backed by NVIDIA, IBM, HPE, Cisco, AWS, Google Cloud, and others.
Cohesity has been named a Leader by multiple analyst firms and globally recognized for Innovation, Product Strength, Simplicity in Design, and its culture.

Equal Opportunity

Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or recruiting@cohesity.com for assistance.