Customer Success Manager

Job Summary

As a Customer Success Manager (CSM) at NetApp, your primary focus will be on delivering exceptional customer experiences and ensuring the achievement of business outcomes for our valued clients. By driving deep value realization, fostering strong product adoption, and promoting overall customer retention, you will play a crucial role in establishing NetApp as a trusted partner in their success

Key Responsibilities

• Establish and nurture strong relationships with customers, serving as a trusted advisor and advocate throughout their NetApp journey
• Facilitate smooth onboarding activities, collaborating with customers to create a success plan tailored to their needs
• Perform monthly health checks with customers to address challenges, identify areas for improvement, and assess product adoption
• Engage customers proactively using data insights to monitor adoption and/or utilization, guiding them toward greater success
• Keep track of the customer's assets and services while identifying/qualifying opportunities for expansion, replacement, or optimization
• Work closely with Sales, Support, and other technical teams to ensure excellent customer experience and to drive the customer success strategy with the wider account team
• Collaborate with Field Sales and Renewal Specialists to design success plans to maximize value
• Enhance our processes and playbooks to continually improve their quality, effectiveness, and efficiency by developing and sharing best practices with the team
  
  

What do you bring to the table?

• Partner with Sales to translate customer purchase criteria into successful product adoption
• Engage customers to understand their business needs and ensure NetApp meets them
• Maintain customer engagement and support throughout their product lifecycle journey
• Identify and pursue opportunities for expanding NetApp's portfolio in customer accounts
• Exceptional problem-solving, negotiation, and organizational skills
• Ability to prioritize and manage multiple tasks and activities simultaneously
• Strong understanding of IT & Data infrastructure (On-premises & Cloud)
• Competent in data storage, integrated data services, and cloud operations
  
  

Key Qualifications

• Bachelor's degree required with at least 5 years of B2B customer-facing experience (e.g., Customer Success, Customer Support, Account Management)
• Strong communication skills and emotional intelligence (EQ) to build relationships and effectively address customer challenges
• Track record of success in fast-paced and dynamic environments, capable of handling multiple tasks and adapting to changing requirements
• Technical proficiency in IT & Data Storage, to understand customer needs and leverage product capabilities or internal resources to meet those needs
• Demonstrated ability to cultivate valuable and outcome-oriented customer relationships
• Ability to work independently and collaboratively with internal and external teams
• Skilled in data analysis, providing actionable insights and making recommendations
• CSM Certification, and experience working with Gainsight and Salesforce, is a plus
  
  

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.

Why NetApp?

We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.

We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.

If you want to help us build knowledge and solve big problems, let's talk.

Submitting an application

To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.

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