Customer Success Manager

Profile

Customer Success Manager
at **MEMBERS ONLY**SIGN UP NOW***.
Mountain View, CA
BE PART OF BUILDING THE FUTURE.
Since our founding in 2009, **MEMBERS ONLY**SIGN UP NOW***. has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition.
Our mission? Give technologists their time back by delivering a modern data experience that empowers organizations to run their operations as a true, automated, storage as-a-service model seamlessly across multiple clouds.
The secret sauce? More than 3,000 team members (and growing!) around the world who join forces to invent the next big thing. And then the next one.
We’ve only scratched the surface of our ambitions
, and as we continue to gobble up market share, we’re blazing trails and setting records:
For
seven straight years, Pure has been named a leader in the Gartner Magic Quadrant
(five years in the MQ for Solid-State Arrays, and two in the newly created MQ
for Primary Storage).
Our customer-first culture and unwavering commitment to innovation have earned us a 2020 Medallia
Net Promoter Score
, certified by Owen CX,
in the top 1% of B2B companies
If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.
SHOULD YOU ACCEPT THIS CHALLENGE...
**MEMBERS ONLY**SIGN UP NOW***. is actively seeking a
Customer Success Manager (CSM)
to drive customer satisfaction, strengthen and build trusted relationships by personalizing their customer’s Pure as-a-Service (PaaS) experience.
This role includes responsibilities for Customer Success activities, which include on-boarding, adoption, service & support delivery, retention, ensuring customer satisfaction and engagement, etc.
You will be the customer advocate, trusted advisor and Storage subject matter expert by bridging communication and effort into the various business functions (Engineering, Product Management, Finance, Marketing, Support, Sales, Executive Leadership).
By engaging with customers, Pure Partners & Distributors and internal stakeholders to align **MEMBERS ONLY**SIGN UP NOW***. technology with business and technical needs, you will provide high-volume service and support to ensure successful deployment, delivery and value realization of the PaaS program. You will be responsible for driving key metrics for success and supporting the processes, systems, programs, and tools to ensure that we deliver customer growth for **MEMBERS ONLY**SIGN UP NOW***. customers that includeFortune 1000’s, Global Service Integrators (GSIs) and Channel Partners.
You will manage a portfolio of accounts and be responsible for the onboarding, adoption and satisfaction of each account. You will be an impactful player in driving long-term customer success and demonstrating the value of **MEMBERS ONLY**SIGN UP NOW***.’s products and services to your customers,
supporting a wide range of technologies and cloud deployments.
IN THIS ROLE YOU’LL...
Be responsible for managing the the onboarding, adoption and customer management processes for your customers
Establish, operational, risk and operational reviews as they relate to hardware / service delivery, deployments, capacity planning & expansions
Own the overall post-sales engagement, including issues management, escalations and resolution for
key
customers with complete responsibility for the overall customer experience within your accounts
Measure, report and analyze account health, playbook progress, account sentiment in order to optimize the customer journey
Act as a customer advocate and effective conduit into various internal cross-functional teams, including Sales, Professional Services, Support, Engineering, Product Management, Legal, Finance and Pure leadership
Must be able to exercise solid judgment in a high-performing, high-growth environment while paying extremely close attention to detail and keeping the bigger picture in view
Develop a deep understanding and knowledge of Pure’s products and services
Participate in Sales Account Strategy & Growth planning, Technical and Support troubleshooting and triaging
Help identify and build great customer success practices that will scale across a growing team
Responsible for leveraging tech-touch to support digital customer success journeys and outreach
WHAT YOU’LL NEED TO BRING TO THIS ROLE...
2 years’ experience in customer-facing, relationship management role. Prior experience in CSM, Business Development, Support (or similar) roles
Bachelor’s degree or an equivalent
A
ccount management experience including onboarding/implementation, product or service adoption, upsell, and renewal management
Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships. Ability to scale from technical engagements and guidance to mid-level IT management interaction.
Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and stakeholders. ITIL, PMP, PMI, Six Sigma certifications would be a bonus!
Excellent written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain the impact in business terms, reports and presentations to leaderss within Pure and customer organization
Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues
Must be able to juggle multiple account management projects at a time
Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn
Experience working with customer relationship management tools and case management solutions (CS platforms/Salesforce)
Must be located near our Mountain View HQ and able to support customers across multiple time zones
BE YOU—CORPORATE CLONES NEED NOT APPLY.
Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.
Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.
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.
PURE IS COMMITTED TO EQUALITY.
Research shows that in order to apply for a job women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. You don't have to meet all the job requirements. If you believe you can do the job and are a good match, we encourage you to apply.
Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.
If you need assistance or an accommodation due to a disability, you may contact us at
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DEEMED EXPORT LICENSE NOTICE.
Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.

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