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.

Ready to secure the future of data with Cohesity

Cohesity is on a mission to radically simplify how organizations secure and manage their data, while unlocking limitless value. As a leader in data security and management, we make it easy to secure, protect, manage and derive value from data—across the data center, edge, and cloud. At Cohesity, we're a group of builders and go-getters who are committed to doing the right thing. We encourage you to come as you are, as our differences make us stronger.

As a Sr. Customer Success Manager, you will focus on ensuring our customer’s success by enhancing the customer lifecycle journey, providing technical oversight during deployment, driving adoption of Cohesity’s technology, assuring frictionless renewals and eliminating churn. You are the customer’s primary liaison into Cohesity and are accountable for identifying and directly addressing business and technical issues impacting customer success.

Upon joining our Customer Experience Team, you will play a critical role in customer relationship development, operational expertise, road mapping and execution, cross functional collaboration, and analytical skills.

The ideal candidate is truly passionate about customer advocacy and thrives in a fast-paced environment. This person has a focus on quality management, fostering an environment of innovation and high accountability and demonstrating the ability to drive continuous operational improvement as a way of working and managing.

This hire will support regional time zone and may require working outside of core hours – ability to work evenings or weekends during customer escalations or ad hoc customer meetings.

HOW YOU'LL SPEND YOUR TIME HERE:

• Increase the lifetime value of the Customer through greater advocacy, serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success.

• Elevate the customer experience by achieving higher product adoption, customer satisfaction, and overall health scores.

• Ensure delivery on key operational metrics, including Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and Net Retention Rate and churn.

• Drive premier and programmatic Customer Success practices that support consistent customer lifecycle improvements and faster Time to Value (TtV).

• Work closely with Account Teams and Renewals Managers to identify new opportunities and upsell potential while addressing any issues putting renewals at risk.

• Engage broadly across the Customer organization from users through to C-Level/Influencer as required.

• Ensure customer feedback and required capabilities are clearly captured and conveyed internally to enable ongoing improvement of process, products, and services.

• Support customers by addressing important issues and, if necessary, creating effective guidelines for their specific needs.

• Ability to onboard Cohesity customers to achieve agreed-upon outcomes post-implementation.

• Collaborate with our Critical Accounts Program (CAP) team to assist in restoring accounts with negative sentiment to a positive state.

• Understand and report back on "voice of customer" feedback collected from randomly selected Cohesity customers and address any issues and provide follow-up.

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

• A relevant Bachelor's degree or equivalent experience; preference for computer science, business management, or related degrees.

• Strong empathy for customers and a passion for revenue and growth.

• Deep understanding of value drivers in recurring revenue business models.

• Account Management experience as an AE, SE, CSM, Operations Manager, or equivalent strongly preferred.

• Deep business operations expertise - adept at creating relevant and compelling customer-facing reports, messages, and dashboards.

• Strong ability to influence through persuasion, negotiation, and consensus building internally and externally.

• Demonstrated desire for continuous learning and improvement.

• Excellent communication and presentation skills.

• Demonstrated success at strategy implementation and execution.

• Join us in our mission to revolutionize data management and be a part of our journey towards building a flawless customer experience.

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Disclosure Pursuant to Applicable State Equal Pay Transparency Laws

This position has a starting pay range of $MIN - $MID per year. 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.

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.

Data Privacy Notice for Job Candidates:

For information on personal data processing, please see our Privacy Policy.

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.