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Director Customer Success - Americas

Location
Mountain View, CA, United States

Posted on
Aug 13, 2021

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Director, Customer Success - Americas
at **MEMBERS ONLY**SIGN UP NOW***.
Mountain View, CA
BE PART OF BUILDING THE FUTURE.
Since our founding in 2009, **MEMBERS ONLY**SIGN UP NOW***. has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition.
Our mission? Give technologists their time back by delivering a modern data experience that empowers organizations to run their operations as a true, automated, storage as-a-service model seamlessly across multiple clouds.
The secret sauce? More than 3,000 team members (and growing!) around the world who join forces to invent the next big thing. And then the next one.
We’ve only scratched the surface of our ambitions
, and as we continue to gobble up market share, we’re blazing trails and setting records:
For
seven straight years, Pure has been named a leader in the Gartner Magic Quadrant
(five years in the MQ for Solid-State Arrays, and two in the newly created MQ
for Primary Storage).
Our customer-first culture and unwavering commitment to innovation have earned us a 2020 Medallia
Net Promoter Score
, certified by Owen CX,
in the top 1% of B2B companies
If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.
SHOULD YOU ACCEPT THIS CHALLENGE...
**MEMBERS ONLY**SIGN UP NOW***. is actively seeking a Director, Customer Success – Americas
to help develop and deliver all aspects of the CS strategy, including service delivery and operations for the Pure as-a-Service (PaaS) program in the Americas. This leadership role will oversee a team of Customer Success Managers and other CS operational delivery resources responsible for meeting service and operational targets, KPIs and delivery SLAs, such as timely and accurate procurement, customer onboarding, time to value, proactive communication and engagement while ensuring the highest quality of customer experience.
You will be responsible for driving customer value, building executive relations and delivering **MEMBERS ONLY**SIGN UP NOW***.’s industry leading NPS score. The Director of Customer Success – Americas will orchestrate critical business insights and performance requirements. In doing so, this role will give a clear view of key organizational measures to help drive critical immediate, medium and long-term business decisions and process improvements based on data. The Americas Director will be accountable to Americas but also collaborate with the Global leadership teams, driving success in a matrixed global leadership model.
IN THIS ROLE YOU’LL...
Define and optimize customer journey
Responsible for delivering strategic Customer Success programs and practices in the Americas to influence future revenue potential through faster customer onboarding, higher product / service adoption and customer satisfaction, ensuring value realization is delivered throughout the customer lifecycle.
As a member of the CS leadership team, you will partner with the Global Head of Customer Success, the CS Operations Manager, and others within Customer Success and beyond to drive the overall vision and strategic initiatives that meet the short and long term goals and objectives of the organization.
Collaborate with leadership across Customer Experience (CX), Sales, Product, Engineering, and Channel to achieve mutual targets.
Provide strategic oversight and ownership of some of **MEMBERS ONLY**SIGN UP NOW***.’s largest customers, partners, GSIs and ASPs to validate direction, maximize value and define and execute on a shared success roadmap.
Drive true value for customers
Become an expert on **MEMBERS ONLY**SIGN UP NOW***.’s product and services and related best practices around capacity planning, upgrades, expansions, utilization, adoption, etc.
Participate in the definition, optimization and implementation of support delivery processes impacting the whole organization.
Build and foster senior-level relationships across customers and partners to solidify our partnership and commitment to our customers.
Lead cross-functionally to drive customer success
Build and lead a world-class team, developing a company-wide customer success program that integrates processes, content, and data to/from stakeholder organizations.
Provide guidance and accountability for Customer Success team members across the customer life cycle.
Advocate for changes across **MEMBERS ONLY**SIGN UP NOW***. to help drive innovation, new ways of thinking and thought leadership focused on the company goals of becoming a subscription / services-based company.
Evangelize and educate on the difference between “proactive engagement and support” and delivering a Customer Success methodology and experience.
WHAT YOU’LL NEED TO BRING TO THIS ROLE...
Minimum of 15 years of experience leading post-sales, Customer Success / Service, consultancy, customer facing organizations.
5 years of Director Level leadership experience, including transformative leadership.
A proven track record of organizational building, team building and team development directly in a Subscription and SaaS environment.
Experienced with the use of data, customer success tools, automation, Digital Delivery strategy and customer success KPIs.
Experience scaling operations or service delivery process (volume, complexity and strategy).
Demonstrated ability to scale. optimize and equip an innovative and fast-growing organization in a strategic manner, communicate big picture opportunities and make data-driven decisions.
Deep understanding of value drivers in recurring revenue business models.
Experience managing $50 million in ARR, managing MRR, Customer LTV (CLTV), Customer Health Score, Customer Retention Cost (CRC) and mitigating churn.
Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service Excellence.
Knowledge of data center, hardware infrastructure, storage technologies desirable but not required.
BA/BA degree in business, marketing or software engineering.
A desire to drive change and to lead from the front.
A passion for growing and coaching team members, with an eye on employee experience and engagement.
Willingness and ability to travel (occasionally at short notice), provide after hours and weekend on-call engagement in support of **MEMBERS ONLY**SIGN UP NOW***. customers.
BE YOU—CORPORATE CLONES NEED NOT APPLY.
Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.
Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.
And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events.
PURE IS COMMITTED TO EQUALITY.
Research shows that in order to apply for a job women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. You don't have to meet all the job requirements. If you believe you can do the job and are a good match, we encourage you to apply.
Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.
If you need assistance or an accommodation due to a disability, you may contact us at
****
APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.
If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our
Applicant & Candidate Personal Information Protection Notice
DEEMED EXPORT LICENSE NOTICE.
Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.

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