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Nutanix · 1 month ago

Manager, Customer Experience

Durham, North Carolina

Full-time

Hybrid

Senior Level

$131K/yr - $263K/yr

7+ years exp

Nutanix is a company dedicated to transforming customer experience, and they are seeking a Manager for their Customer Experience team in Durham, NC. The role involves leading a team of technical customer success professionals to enhance customer satisfaction and retention while developing strong relationships with key stakeholders.

Data CenterEnterprise SoftwareInformation TechnologySoftwareVirtualization

Comp. & Benefits

Responsibilities

Lead and manage a team of technical customer success professionals to drive adoption and enhance customer satisfaction and retention

Develop strong relationships with key stakeholders, including sales leadership, support, product management and engineering teams

Assign team members to customer accounts based on strengths and account needs for optimal success

Engage directly with customers to ensure their success and provide support aligned with their goals

Drive consistent execution of standardized global CX processes across your cohort, and surface patterns, obstacles, or efficiency gaps—partnering cross-functionally to design and implement scalable solutions that support a high-volume account model

Implement a customer success capability that aligns with the company's transition to a subscription model

Influence product roadmaps based on customer feedback, ensuring offerings meet market demands

Foster a diverse team environment to enhance team dynamics and creativity

Establish performance metrics and evaluate team members to drive accountability and professional growth

Qualification

Customer success managementTechnical customer engagementTeam leadershipNutanix technology knowledgeSaaS business model experienceDiversityInclusion commitmentRelationship buildingProblem-solving capabilities

Required

7 to 10 years of experience in customer success or customer experience roles, with 3 to 5 years in a management position

Strong leadership and team management skills, including the ability to attract, coach, develop and retain top talent

Proven ability to build relationships with sales teams and understand customer accounts

Experience influencing product roadmaps based on customer feedback and market needs

Technical skills to know and understand Nutanix technology - there will be an expectation to earn the Nutanix technical certifications within the first year

Hands-on approach to customer engagement and problem-solving capabilities

Commitment to diversity and inclusion in hiring and team composition

Ability to navigate organizational dynamics and foster collaboration across departments