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This role is a leadership role to manage and lead a team of Customer Success Engineers who solve complex customer challenges, leverage their expertise to optimize Cohesity solutions for maximum efficiency and ROI, and provide guidance and ensure smooth integration of Cohesity solutions ensuring they seamlessly align with customers IT strategy.

This is a meaningful role that requires good understanding of our technology, leadership skills, industry best practices, strategy and tools, exceptional customer and internal relationships, strategic problem solving, sales cycle awareness, and a special aptitude for understanding where data management and security technology meets business needs.

We are looking for someone who is truly passionate about customer success and who can deliver measurable business impact for Cohesity’s enterprise customers, and champion operational and technical excellence. This role will report to the VP of EMEA Customer Success, and will provide consistent leadership, align appropriate resources to support the needs of the customers within your area of responsibility, and work to achieve operational targets.

HOW YOU’LL SPEND YOUR TIME HERE:

• Recruiting, inspiring, and managing a team of high-performing Customer Success Engineers, fostering a culture of continuous learning and collaboration.

• Building a culture and mindset that emphasizes collaborative problem-solving, proactive technical guidance, and seamless integration of Cohesity solutions into customer environments, ensuring deployments are efficient and aligned with IT strategies, driving maximum ROI.

• Guide the team in professional certification and ensure readiness to address emerging customer challenges.

• The Customer Success Engineer Manager will be a technical SME in the related technologies for Cohesity and will be responsible for guiding Customer Success Engineers through both technical and procedural escalations and processes as needed.

• Manage the delivery of Customer Success Engineer commitments to customers and ensure an overall high level of customer satisfaction across Customer Success services.

• Define and monitor performance metrics for the CSE team, ensuring efficient utilization of delivery days and service resources.

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

• Experience and expertise in building and running Technical Customer Success teams

• Relevant Bachelor’s degree and/or equivalent experience

• 5+ years of people leadership experience with a clear track record of advancement in related roles: Customer Success, TAM, CSE, Solution architecture, Product management, Pre-Sales, Escalation Management, Professional Services

• Experience and expertise in Customer Success strategy, best practices and tools

• Strong people leadership skills - ability to lead, inspire

• Strong written and verbal technical communication skills - can communicate well with C-level internally and externally

• Should be good at at least one domain like Data Protection, Data Security, Storage, Virtualization, Cloud, and/or other related technology pillars

• Strong Quarterbacking skills - including project management, ability to control chaotic conversations, sense of ownership and urgency working towards closure, planning, escalate when vital

• Demonstrated leadership attributes, talent builder, data-driven, owner mentality, creative, thought leader

• Executive presence, confident and assertive, and yet having the humility to listen to customers and internal stakeholders

• Solid ability to drive decisions through Collaborative Alignment

• Has solid experience with SFDC, Gainsight is a plus, and adept with creating reports and dashboards is highly preferred

• Demonstrated desire for continuous learning and improvement

• An enthusiastic and creative leader with the ability to inspire others

• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making