THE ROLE
Everpure Data Intelligence (formerly 1touch.io) enables enterprises to discover, classify, and understand data across cloud, on-premises, and edge environments to improve AI accuracy, build trust in AI outcomes, reduce risk, and deliver measurable business impact.
The Sr. Manager of Customer Success is responsible for driving customer value realization, retention, renewals, and growth across the customer lifecycle. Reporting to the Head of Sales, this leader will serve as a strategic partner to customers, ensuring the successful adoption of our data intelligence platform and helping organizations achieve their data governance, privacy, security, and AI readiness objectives.
This role leads the Customer Success organization and works cross-functionally with Sales, Product, Engineering, Professional Services, and Support to deliver exceptional customer outcomes while supporting revenue retention and expansion goals. The ideal candidate will be on-site in our Santa Clara, CA office.
WHAT YOU'LL DO
- Lead and develop the Customer Success team, establishing a customer-centric culture focused on business outcomes.
- Own customer retention, adoption, customer health, and renewal readiness across the installed customer base.
- Build trusted relationships with executive and technical stakeholders within strategic accounts.
- Develop and execute customer success strategies that drive measurable business value and long-term customer satisfaction.
- Partner with Account Executives to identify expansion opportunities and support account growth initiatives.
- Establish customer success metrics, reporting, and operational processes to scale the business.
- Act as the voice of the customer, partnering with Product and Engineering to influence product strategy and roadmap priorities.
- Drive executive business reviews, success planning, and customer advocacy programs.
- Identify customer risks and implement proactive mitigation plans to improve retention and customer outcomes.
WHAT YOU BRING
General Experience
- Bachelor's degree in Business, Computer Science, Engineering, or a related field, or equivalent practical experience.
- 10+ years of experience in Customer Success, Professional Services, Technical Account Management, or related customer-facing leadership roles.
- 5+ years of experience leading and developing high-performing customer-facing teams.
- Proven track record of driving customer retention, renewal performance, and expansion growth in enterprise software environments.
- Technology & Industry Experience
- Experience working with enterprise SaaS, cybersecurity, data management, governance, privacy, compliance, or cloud technology solutions.
- Strong understanding of enterprise software deployments, customer adoption frameworks, and value realization methodologies.
- Ability to engage credibly with both executive and technical audiences on complex technology initiatives.
Leadership
- Strong executive presence and customer relationship management skills.
- Demonstrated ability to influence cross-functional teams and drive alignment across Sales, Product, Engineering, and Support organizations.
- Excellent communication, analytical, and strategic planning capabilities
Success Measures
- Gross and net revenue retention
- Renewal attainment
- Customer adoption and utilization metrics
- Customer satisfaction and advocacy
- Expansion pipeline influence
- Time-to-value and onboarding effectiveness