Senior Customer Success Manager at Cohesity

Tokyo, Tokyo, Japan

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Data Security, Cybersecurity, AI, Enterprise SoftwareIndustries

Requirements

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
Exceptional customer relationship development skills
Operational expertise, including plan building and execution
Cross-functional collaboration skills
Analytical skills
Proven experience in customer advocacy
Ability to focus on quality management
Capacity to foster innovation, high accountability, and continuous operational improvement
Conservative risk-taker with high ambition, thriving in an environment of change

Responsibilities

Increase the lifetime value of the customer through greater advocacy and serving as a customer advocate in product and platform evolution
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, Net Retention Rate, and churn
Drive premier and programmatic Customer Success practices supporting 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 renewal risks
Engage broadly across the customer organization from users to C-Level/Influencers as required
Capture and convey customer feedback internally to improve processes, products, and services
Support customers by addressing important issues and creating effective guidelines for their specific needs
Onboard Cohesity customers to achieve agreed-upon outcomes post-implementation
Collaborate with the Critical Accounts Program (CAP) team to restore accounts with negative sentiment to a positive state
Understand and report "voice of customer" feedback from randomly selected customers, address issues, and provide follow-up

Skills

Customer Success Management

Customer Relationship Development

Account Planning

Cross-Functional Collaboration

Analytical Skills

Customer Advocacy

Operational Expertise

Quality Management

Cohesity

Data management solutions for enterprises

About Cohesity

Cohesity specializes in data management solutions for data centers and cloud environments. Its main products, the Cohesity DataPlatform and Cohesity DataProtect, help businesses consolidate tasks like backup, recovery, and data storage into one platform, making it easier to manage large amounts of data while reducing complexity and costs. Unlike many competitors, Cohesity focuses on simplifying data management for medium to large enterprises across various industries, including finance and healthcare. The company's goal is to help businesses manage, protect, and gain insights from their data more efficiently.

San Jose, CaliforniaHeadquarters

2013Year Founded

$642MTotal Funding

SECONDARYCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health & Wellness - Managing emotional and physical health are key to living happier lives. Cohesity employees enjoy access to exercise and meditation apps, e-Learning resources, Scribd, and more.

Parental Leave - Cohesity offers salary continuation in coordination with other benefits up to 20 weeks for maternity leaves. Up to four weeks of child bonding leave is offered to non-birth parents.

Personal Time - Our unlimited PTO policy ensures that you have work-life wellbeing and flexibility when you need it.

Financial - Cohesity offers a competitive salary, pay-for-performance bonus plan, retirement savings plan, flexible spending accounts, commuter checks, and more.

Risks

Emerging competition from startups like Eon challenges Cohesity's market position.

Integration challenges from Veritas acquisition could disrupt operations.

New leadership roles may lead to transitional challenges in company culture.

Differentiation

Cohesity integrates AI to enhance data insights and protection, setting it apart.

Their hyper-converged secondary storage simplifies data management for enterprises.

Cohesity's recognition as AWS Global Storage Partner of the Year boosts its credibility.

Upsides

Strategic partnership with NVIDIA enhances AI-driven data management solutions.

Acquisition of Veritas Technologies expands Cohesity's market share in data protection.

Deepening partnership with CrowdStrike strengthens cybersecurity offerings against data breaches.

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