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Qumulo · 4 hours ago

Senior Customer Success Manager

Seattle, WA

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

Qumulo is the unstructured data platform to store and manage exabyte-scale data anywhere. They are seeking a Senior Customer Success Manager to drive the success of their enterprise customers and OEM/Channel partners, managing the full customer lifecycle from onboarding to retention and expansion.

Big DataCloud Data ServicesCloud StorageData ManagementData StorageEnterprise SoftwareSoftware

Responsibilities

Customer Lifecycle Management: Own a portfolio of enterprise and strategic customers, driving onboarding, adoption, retention, and renewals

Onboarding & Deployment: Drive seamless onboarding processes and coordinate with OEM/Channel partners, account teams, and customers to ensure successful deployments and expansions

Value Realization: Ensure customers and partners achieve measurable outcomes and maximize value from Qumulo products

Strategic Engagement: Conduct quarterly business reviews (QBRs/EBRs) and develop tailored success plans aligned with customer goals

Churn Mitigation: Proactively monitor and update account health, and develop tailored health improvement plans to ensure long-term retention and prevent churn

Collaboration: Partner cross-functionally with Sales, Product, Operations, and Engineering to resolve escalations, influence roadmap, and optimize customer/partner experience

Partner Success: Enable and support OEM and Channel partners, driving joint success initiatives and partner-led growth

Feedback & Advocacy: Provide actionable insights and product feedback; communicate product updates and improvements to customers

Mentorship: Support and mentor junior CSMs, sharing best practices and driving process improvements

Qualification

Customer Success ManagementB2B SaaS ExperienceTechnical AptitudeSaaS Metrics UnderstandingCS/CRM Tools ExperienceCommunication SkillsProject Management SkillsRelationship-Building Skills