Customer Success Manager

Platform9 is the world’s #1 open distributed cloud service, offering the power of the public cloud on infrastructure of customers’ choice — powered by Kubernetes and cloud-native technologies. Public clouds are walled gardens, and DIY is difficult and time consuming. Platform9 offers a third option — an open and faster option — enabling a better way to go cloud-native. Platform9’s service powers 40K+ nodes across private, public, and edge clouds. Innovative enterprises like Juniper, Kingfisher Plc, Mavenir, Redfin, and Cloudera achieve 4x faster time-to-market, up to 90% reduction in operational costs, and 99.9% uptime. Platform9 is an inclusive, globally distributed company backed by leading investors.

We are looking for a Customer Success Manager who is a highly motivated, customer-focused team player for building and maintaining relationships with our enterprise customers, making many more enterprises successful with their open-source clouds. You will serve as a trusted advisor, ensuring successful deployment and adoption of Platform9’s solution.

Responsibilities

• Make our customers successful with our products
• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors
• Oversee pre-production operations planning and conduct customer on-boarding by working with our technical Solutions Architects
• You are the voice of our customers: You understand their goals and their needs, how our products impact their processes, you guide them on improving their experience with our product. You interact with them on a regular basis via various means and engage both reactively and proactively.
• You provide our clients with an optimal onboarding experience, train them to become increasingly self-sufficient and accompany them as their usage grows.
• The success of your mission will transform our best clients into ambassadors; you will also understand their future needs and help identify and close upselling opportunities.
• Your knowledge of our clients’ usage and needs will contribute to the definition of our product strategy. As such, you will work very closely with the rest of the team (CTO, Sales, Product Marketing).
• Proactively work with sales on subscription renewals, identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Ensure that change management, incident, and problem management processes are working well
• Drive technical issue escalation within multiple internal and external teams
• Prepare and review operational performance reports with customer, as appropriate for weekly, monthly, and quarterly cadence
• Leverage knowledge of your customers’ environments to assist support engineers and service teams in better serving customer’s needs
• Provide timely accounts or issue executive summary status reporting both to customers and management.
• Prepare and educate customers on new features and releases.
• Monitor adoption and utilization trends, work closely with customer and Platform9 teams to address adoption blockers.

Requirements

• Successful experience in a customer success role in a technical, B2B software environment
• Nothing makes you happier than a happy customer; you are a problem solver
• Knowledge, understanding, and appreciation of the intricacies of open source software development
• Self-motivated, proactive team player with a natural curiosity and passion for learning with strong interpersonal skills
• You don’t fear high-pressure situations and your capacity to listen, your diplomacy, and your tact are recognized and appreciated
• Highly process-oriented mindset with a love for telling stories with data
• Extreme focus on meeting goals

To succeed in this role you’ll need to be a team player with a strong sense of ownership for your work and a passion for working in a data driven organization.

Platform9 Core Values

i Innovation

C Customer Obsession

O Ownership with OKRs

R Radical Candor

E Excellence in What We Do

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