THE ROLE
As a Customer Success Manager (CSM) supporting the Commercial Segment, you will serve as the premier customer advocate, trusted advisor, and storage subject matter expert across a key portfolio of enterprise accounts. In this role, you will bridge relationships across cross-functional teams (Engineering, Product Management, Finance, Support, and Executive Leadership) to personalize the customer journey and maximize value realization. By translating complex business and technical requirements into actionable account strategies, you will directly safeguard and elevate Everpure's industry-leading Net Promoter Score. You'll also play a pivotal role in shaping our digital transformation by helping design the scalable processes, systems, and programs that power our continued global expansion.
WHAT YOU'LL DO
- Drive End-to-End Account Ownership & Retention: Lead vital customer lifecycle activities-including onboarding, adoption, consumption optimization, advocacy, and renewals-to secure maximum value realization and long-term customer satisfaction.
- Conduct Strategic & Operational Reviews: Establish and deliver monthly and quarterly business reviews (MBOs/QBRs) to align technology roadmaps, capacity planning, hardware utilization, and expansion opportunities across key enterprise stakeholders, partners, and internal leadership.
- Champion Cross-Functional Alignment: Serve as the central conduit between the customer and cross-functional teams (Sales, Product Management, Engineering, Support, and Executive leadership) to streamline communication, mitigate risks, and resolve escalations rapidly.
- Guide Technical & Programmatic Enablement: Act as a subject matter expert for the Everpure Evergreen Subscription program, offering technical recommendations on data center environment utilization, migration strategies, and deployment best practices.
- Build Scalable Customer Success Operations: Contribute to internal initiatives, programs, and tools that enhance operational effectiveness, refine post-sales service delivery models, and support Everpure's scaling business lines.
WHAT YOU BRING
- Experience: 5+ years of experience in a customer-facing, account management role and 2+ years experience in a Customer Success role/
- Customer Success & Technical Account Expertise: Proven success in customer-facing account management or customer success roles within enterprise IT, data center environments, or SaaS/as-a-Service platforms, with a strong ability to manage complex, multi-stakeholder relationships.
- Technical Communication & Strategic Problem Solving: Ability to articulate technical storage and data center concepts clearly to both technical engineers and executive-level audiences, connecting technical capabilities directly to business outcomes.
- Cross-Functional Collaboration & Escalation Management: Demonstrated track record of orchestrating internal resources across engineering, support, sales, and executive teams to navigate critical escalations, execute account action plans, and drive joint growth initiatives.
- Adaptability & Continuous Improvement: Ability to exercise independent judgment and thrive in a fast-paced environment by helping define, refine, and operationalize processes within evolving business functions.
Location & Work Environment: We are primarily an in-office environment and therefore, you will be expected to work from the Lehi, North Carolina or Santa Clara office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.
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