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Strong employer brand, metro location, popular CSM manager role, and remote-shift flexibility increase applicant density.
Requires specific SaaS and data-protection domain knowledge, making cross-industry transfers less direct.
Explicit 10+ years and 3+ years people-management plus technical SaaS domain knowledge required.
Lead and manage a team of Customer Success Managers focused on customer retention, satisfaction, and adoption metrics such as Time to Value and Customer Health Score.
Recruit, train, and coach CSMs, conducting performance reviews and ensuring achievement of activation and adoption goals.
Serve as escalation point for high-priority customer issues, drive proactive retention strategies, and collaborate cross-functionally to influence resources and align efforts.
10+ years experience in Customer Success, Technical Account Management or related customer-facing roles, with at least 3 years managing CSM or TAM teams in SaaS or enterprise software.
Strong technical knowledge in data protection, backup and recovery, cloud data management, and cybersecurity sufficient to coach team.
Excellent executive communication skills for presenting strategy, risk, and performance to senior leadership.
Work Experience Required: 10+ years in relevant domain; Notice period: Not explicitly mentioned in the JD.
Experienced leader comfortable coaching and developing technical customer-facing teams with emphasis on data-driven success metrics.
Skilled in strategic planning and operational process definition for customer lifecycle management focused on activation, adoption, and retention.
Able to function as a cross-functional advocate and escalation point, with demonstrated ability in managing portfolio risks and forecasting.