Manager, Customer Success - (Americas)

Role Overview: As the Manager of Customer Success at Commvault, you will be responsible for leading a team of Customer Success Managers to build strong relationships with customers, act as trusted advisors, and ensure post-sales success. Your main focus will be on empowering customers to succeed with Commvault's technologies, driving positive customer sentiment, improving renewal rates, and owning the Regional Subscription Renewal business. Key Responsibilities: - Lead and mentor a team of Customer Success Managers to deliver excellent customer service and continuous improvement. - Develop and implement Skill Development and Training Plans to enhance customer engagement. - Drive Process Improvements and Performance Metrics initiatives to align with CSM Capacity and Efficiency objectives. - Take ownership of customer issues, resolve them promptly, and minimize impact on Revenue and NPS. - Utilize data analytics to identify Adoption and Expansion trends and proactively address customer needs. - Collaborate with CSMs to achieve efficient Time to Value, Time to Adopt, and time-to-expansion goals. - Develop and deploy Playbooks tailored to customer personas, software use cases, and priorities to enhance the customer experience and drive revenue outcomes. - Track progress towards GRR/NRR/NPS goals, evaluate CSM productivity, and use Adoption and Consumption data as key metrics to demonstrate value to customers. - Proactively assess Renewal and Adoption Risk, develop mitigation strategies, and accurately forecast GRR/NRR results. Qualifications Required: - Proven experience in a Customer Success Management role within a Data Management SaaS company. - Track record of leading and managing Customer Success Managers in a SaaS or subscription enterprise software company. - Ability to develop and implement strategies, drive performance, and foster a customer-centric culture. - Experience in leading global, distributed teams and collaborating across departments. - Highly organized with excellent project management skills and the ability to work in a fast-paced environment. (Note: Additional details about the company were not included in the provided job description.),