Director, Customer Success

Druva enables cyber, data and operational resilience for every organization with the Data Resiliency Cloud, the industry’s first and only at scale SaaS solution. Customers can radically simplify data protection, streamline data governance, and gain data visibility and insights as they accelerate cloud adoption. Druva pioneered a SaaS-based approach to eliminate complex infrastructure and related management costs, and deliver data resilience via a single platform spanning multiple geographies and clouds. Druva is trusted by thousands of enterprises, including 60 of Fortune 500, to make data more resilient and accelerate their journey to the cloud. Visit druva.com and follow us on LinkedIn, Twitter and Facebook.

About the Department

Customer Success Managers, Technical Support Agents, Professional Services Consultants, and Customer Operations - all working together as part of our Global Customer Services team to help our customers adopt Druva and create the most reliable data protection service in the world.

The GCS team at Druva helps customers solve real, technical problems while retaining and expanding the revenue streams that help the company invest in the future of our cloud-based services for companies around the world.

Director, Customer Success

You will lead and shape a very capable customer success team and recruit, hire, train, mentor and develop new team members. You will carry the net revenue retention goal for the entire team, playing a major part in the ultimate retention and expansion for our largest customers in your region of the Americas. We believe that putting our people first, and fostering a creative, exciting, and stimulating environment is a prerequisite to achieving and surpassing our commercial goals.

You'll be expected to meet and exceed the team goal for net retention. You'll do this while tracking, analyzing and communicating key metrics and business trends (such as deployment, adoption and business reviews) as they relate to the global Customer Success strategy. This is a cross functional role, working closely with Product, Professional Services, Customer Support and other teams to close the feedback loop on customer and market needs.

Additional responsibilities will include:

• Advocate for and represent the voice of the customer internally
• Map hiring plan to ongoing customer development
• Develop and implement best practices for identifying and mitigating risk in customer accounts
• Work with the sales team to develop and run expansion campaigns for new services and solutions
• Participate in setting goals for the region as part of the global Success team’s and company’s goals and strategy
• Articulate, advocate for, and present on the team’s relative performance and needs to meet goals
• Plan on 25% travel post-Covid

Examples of desirable skills, knowledge and experience:

• Minimum 7 years of people management experience
• Understanding of Enterprise SaaS business motions and customer lifecycle
• Proven customer management skills with large and complex accounts
• Passion for people - history of developing, mentoring, training and upleveling skills
• Proven track record of meeting and exceeding quota
• Excellent written and spoken communication
• Bachelor’s degree, MBA or equivalent experience strongly preferred
• Ability to develop working relationships at all levels of management, both inside and outside Druva
• Possess top-notch organizational and analytical skills, especially with Salesforce/GainSight knowledge and data analysis in Excel
• Experience in the channel as well as direct go-to-market models is highly desirable

The pay range for this position is expected to be between $173,000 and $242,333/year; however, base pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other incentive compensation opportunities in the form of discretionary annual bonus or commissions, and equity. Additionally, full-time employees are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.