CSM Manager
4 weeks ago
The Technical Customer Success Manager (TCSM) is accountable for achieving and sustaining adoption and value, via delivering onboarding, consumption & risk mitigation workstreams. You will be responsible for driving customer outcomes across Onboarding, consumption and risk mitigation. You will be a critical player in driving long-term customer success across a portfolio of customers.
For assigned accounts, you will be accountable for the success of the customer journey as measured by customer product consumption, health, retention and growth.
Be responsible for driving onboarding, consumption and risk mitigation as it relates to our Pooled CS motion.
Work in partnership with internal stakeholders, including: the Customer Success Architecture, Enterprise Account Management, Renewals, Solution Engineering, Professional Services and Support teams to resolve identified risks and escalated issues in a timely manner and properly communicate/set expectations with customers.
Measure, report and analyze account health, playbook progress, account sentiment in order to optimize the customer journey continuously through innovative practices focused on driving adoption, retention and expansion
Be responsible and accountable for the timely creation and upkeep of your account(s) health score, notes, and calls to actions in Gainsight
Help identify and build great customer success practices that will scale across a growing team
8+ years of TAM, CSM, or program management experience with focused technical aptitude.
~ Proficiency and experience with concepts and technologies used in software development, operations, security, cloud, microservices, containers, and scheduling platforms
~ Infrastructure Automation, Identity Management and Dev/Ops) such as Vagrant, Packer, Terraform, Consul, Nomad, Vault and others
~ Outstanding written and verbal communication/presentation skills to support onsite or remote strategic business reviews
~ Skilled at driving the adoption and consumption of software solutions to large and multifaceted global companies
~ Thrives by having regular interactions with customers and is proactive in their outreach.
~ Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce)
~ Able to be successful in a cross-functional, remote-first culture
~ Ability to travel to customers and internationally to HashiCorp events as needed
#LI-REMOTE
Federal Trade Commission (see this FTC posting for further details: ) the office of your state Attorney General, or the government agency responsible for investigating matters such as this where you reside.
HashiCorp is driven by our people and our principles which have been the foundation of everything we do since the company was founded in 2012. Join us on our journey as we work to support the world's most innovative companies as they transition to cloud and multi-cloud infrastructure through simple yet powerful workflows and automation.
At HashiCorp, we build the infrastructure that enables innovation. Our suite of multi-cloud infrastructure automation products are the underpinnings of the largest enterprises in the world, who rely on our solutions to provision, secure, connect, and run their critical applications to deliver crucial services, communications tools, and entertainment platforms to the world. We're building a once-in-a-generation infrastructure company with a unique approach rather than focusing on specific technologies, and we build products and solutions that support real-world workflows spanning the multiple cloud environments that nearly every organization worldwide is using today.
We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws. We also consider qualified applicants with arrest and conviction records consistent with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Ordinance, and other applicable state or local laws.
HashiCorp is committed to providing reasonable accommodations to qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please reach out to benefits@hashicorp.
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