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Pure Storage is driving a new era of enterprise data storage and management. With a team of more than 5,600 incredibly talented people globally, Pure Storage delivers the industry’s best platform to store, manage, and protect the world’s data. With a cloud experience across a unified storage operating environment, Pure Storage empowers every organization with the agility to meet evolving data requirements at speed and scale while reducing total cost of ownership.
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 Staines Upon Thames, in compliance with Pure’s policies, unless you are on PTO, work travel, or other approved leave.
Nice to have: Professional knowledge of French.
