Senior Manager, AMERs Customer Success

Role overview

A senior leadership role guiding a team of Customer Success Engineers who help enterprise customers in the Americas realize measurable outcomes from a data protection and resilience platform. The position blends strategic planning with hands-on execution leadership, focusing on onboarding, adoption, technical success planning, executive engagement, and renewal readiness while acting as a coach, operational leader, and cross-functional partner.

Responsibilities

- Lead, coach, and develop a team of Customer Success Engineers, including any junior managers, to deliver consistent customer outcomes across onboarding, adoption, and renewal risk mitigation. - Set performance standards and operating rhythms for technical success plans, resilience assessments, executive reviews, account scorecards, and quarterly business reviews. - Build scalable technical capability spanning data protection platforms, disaster recovery and resilience, cloud environments, virtualization, storage, operating systems, and automation. - Champion resilience as a customer outcome by standardizing maturity assessments, recoverability validation, recovery simulations, health checks, and gap remediation planning. - Monitor customer health, adoption sentiment, renewal readiness, and expansion indicators across the team's portfolio, acting as senior escalation point for strategic accounts. - Partner with Sales, Renewals, Technical Account Management, Support, Product, and Professional Services to align customer success activities with account strategy and product roadmap feedback. - Drive continuous improvement in capacity planning, account coverage, forecasting inputs, and repeatable enablement that shortens time-to-first-value and strengthens retention.

Requirements

- Eight or more years of customer-facing technical experience in enterprise IT, SaaS, data protection, backup and recovery, cloud, or infrastructure. - Proven track record leading technical customer success or post-sales engineering teams at scale. - Strong executive communication and customer engagement skills with the ability to translate business objectives into measurable technical outcomes. - Deep understanding of enterprise IT environments, data resilience concepts, and recovery architectures. - Experience building operational standards such as success plans, adoption roadmaps, health scoring, and QBR cadences. - Ability to partner cross-functionally with sales, renewals, product, support, and professional services organizations.

Benefits and work setup

- Remote position based in the United States, with compensation structured across geographic zones ranging from approximately $127,200 to $325,600 USD total target compensation, inclusive of base pay and performance-based variable component. - Comprehensive benefits package including health coverage, retirement plans, and unlimited time off. - Mental health support, paid volunteer time, and 24/7 virtual veterinary care at no cost. - Legal services, identity protection, and supplemental health insurance options, plus tax-advantaged spending accounts for healthcare, dependent care, and commuting. - Learning opportunities through on-demand libraries, mentoring, workshops, and an annual company-wide learning event. - Employer is an equal opportunity employer committed to pay transparency and equitable compensation practices.