Customer Success Manager

Overview

Customer Success Manager responsible for ensuring the success of Druva's core Mid-market and SMB customers, driving adoption, retention and net revenue retention through product knowledge, project management and strong customer empathy.

What you'll do

• Advocate for and represent the voice of the customer internally.
• Do technical reviews of customer infrastructure and make recommendations to help customers use our products optimally.
• Work with account teams to plan and execute long-term account plans to facilitate retention and growth via product and new business unit expansion.
• Manage the proactive customer life cycle leading to a high rate of renewal and growth.
• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Identify and mitigate risk in customer accounts.
• Work cross-functionally with Professional Services, Product, Support, Marketing and other teams to resolve customer business issues and work towards their stated goals.
• Manage customer feedback and product needs by providing feature requests to internal partner teams.
• Meet and exceed the goal for net retention (both retention and expansion).
• Track, analyze and communicate key metrics and business trends such as deployment, adoption and business reviews.
• Present to customers about the most relevant features and functionality for their specific business needs.

What you'll need

• Bachelor's degree.
• 4+ years of experience in a Customer Success/Account Management role servicing enterprise accounts.
• Proven track record of meeting and exceeding targets.
• Understanding of Enterprise SaaS business motions and customer lifecycle.
• Proven ability to develop working relationships at all levels of management, both inside your company and within customer accounts.
• Experience with sales, project management, account portfolio planning and prioritization.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Excellent written and spoken communication skills.
• Top-notch organizational and analytical skills, especially with Salesforce/Gainsight knowledge.
• Understanding of Virtualization and Cloud computing (Hypervisors, VMware, Xen).
• Track record of successful planning and execution of Executive Business Reviews.
• Experience with migration between on-premise and cloud platforms.
• Experience with System Administration with Linux (Ubuntu, CentOS, RedHat), Microsoft Office, Microsoft 365, Google Workspaces.

Nice to have

• Experience in generating expansion opportunities and securing references from your portfolio.

Details

• Location: Pune, Maharashtra, India.
• Shift timing: 5pm / 6pm to 2am / 3am IST.