Director, Customer Success Operations

Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data - across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.

We've been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design.

Join us on our mission to shape the future of our industry.

LET'S DISRUPT THE MODERN WORLD OF DATA MANAGEMENT & SECURITY TOGETHER

As the Director of Customer Success Operations, you will be responsible for ensuring our customers' success, driving the growth and adoption of our technology, and ultimately, boosting renewals and gleaning strategic insights that improve our product value. This is an outstanding chance to create a significant impact and influence the success of Cohesity's customers.

This is a significant role that requires good understanding of our technology, use cases, leadership skills, industry Customer Success standard methodologies, strategy and tools, exceptional customer and internal relationships, strategic problem solving, sales cycle awareness, team building, management and demonstrated coaching skills, a motivational style, analytical skills, and a special interest in understanding where data management and security technology meets business needs.

We are looking for someone that is truly passionate about customer advocacy and team development and has a consistent track record to talk about! Additionally, you will have a focus on quality management; cultivate an environment of innovation and high accountability and demonstrate the ability to drive continuous operational improvement as a way of working and leading. Are you a person-by nature-that is a conservative risk-taker, with a high level of ambition, who thrives in an environment of change? Are you interested in building your brand as an innovator who brings value and a clear sense of ownership to business and technology discussions? You could be just the person we are looking for.

HOW YOU'LL SPEND YOUR TIME HERE

• Developing and implementing a comprehensive Customer Success operational strategy across different touchpoints and product offerings.
• Implementing standardized procedures throughout the company and utilizing a CRM tool to improve customer interaction and contentment.
• Building, leading, and scaling a team that consistently demonstrates exceptional performance and global reach in customer success.
• Collaborating cross-functionally with sales, product management, and support teams to improve product telemetry, data collection, and drive continuous improvement.
• Deliver on customer renewals and expansion goals in a proactive way of account management and prevent escalations.
• Supervising key operational metrics such as customer health, adoption, reference-ability, renewal likelihood, and upsell/cross-sell potential.
• Driving a premier customer success practice, including rapid onboarding, collaboration, and advocacy throughout the customer lifecycle.
• Collaborating closely with sales representatives and renewals managers to identify new opportunities and improve customer lifetime value.
• Acting as a customer advocate, gathering feedback and conveying it internally to drive product and service improvement.
• Engaging with customers at all levels, from management to C-Level, to ensure their success and satisfaction.
• Ensure customer feedback is clearly gathered and conveyed internally to enable ongoing improvement of products and services
• Actively assess the interactions with our top customers (product performance, depth, and breadth of usage, Support experience)

WE'D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING

• Extensive experience and expertise in building and managing customer success operations teams.
• Strong knowledge of customer success operational strategies, standard methodologies, and tools.
• Proven track record in developing and leading customer success operational processes for high touch and low touch accounts, with a focus on scaling through digital touchpoints.
• Excellent written and verbal communication skills, with the ability to effectively communicate with C-level executives.
• Domain expertise in areas such as data protection, data security, storage, virtualization, or cloud technologies.
• Strong quarterbacking skills, including project management, ownership mentality, and the ability to drive closure.
• Previous experience in account management and a deep understanding of customer relationship dynamics.
• Demonstrated leadership qualities, including developing talent, making decisions based on data, planning strategically, and motivating others.
• Executive presence, exuding confidence and assertiveness while maintaining humility and listening to others.
• Emotional intelligence and the ability to empathize with customers and internal collaborators.
• Strong ability to drive decisions through collaborative alignment and foster a culture of collaboration.
• Ideally, a combined background of post-sales, sales, and consulting services experience.
• Relevant Bachelor's degree, preferably in computer science or a related field, or equivalent experience.
• Proven success in people management, coaching, and up-leveling team proficiencies.
• Deep understanding of business operations and experience with SFDC, Gainsight, and creating reports and dashboards.
• Solid knowledge of recurring revenue business models and value drivers.
• Strong desire for continuous learning and improvement.
• An enthusiastic and creative leader with the ability to inspire others and influence inside and outside of the organization at the highest levels to garner support
• Proven skills in strategic negotiation and strategy implementation.

Disclosure Pursuant to Applicable State Equal Pay Transparency Laws - This position has a starting pay range as listed below. Actual salary depends upon many factors, including a candidate's skills, qualifications and experience, location, and salary expectations, and therefore a starting salary at the low end, high end, or even above the stated range may be offered. This position may also be eligible for bonus compensation, commission (if in a sales function), and/or equity grants. Additionally, full-time employees are eligible to participate in our comprehensive benefits framework, including health and wellness benefits, vacation, paid holidays and refresh days, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.

Pay Range :

$163,200.00-$204,000.00

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Equal Employment Opportunity Employer (EEOE)

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 talent@cohesity.com for assistance.

In-Office Expectations

Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.