Sr. Director, Client Services
Druva delivers data protection and management for the cloud era. Druva Cloud Platform is built on AWS and offered as-a-Service; delivering globally accessible, infinitely scalable and completely autonomous enterprise data resiliency. Customers drive down costs by up to 50 percent by freeing themselves from the burden of unnecessary hardware, capacity planning, and software management. Druva’s patented cloud architecture transforms backup data into an asset, making it more open and accessible so customers can streamline governance, improve cyber resiliency, and gain critical insights to uncover opportunities and expedite decision making.
Druva has raised over $350m in venture capital, is trusted by over 4,000 global organizations and protects over 200 PB of data.
Druva is seeking a passionate and driven Customer Success director to lead and scale our CS organization. As Sr. Director, Client Services, you are responsible for the ongoing success of our worldwide customer base (+$100M) and will lead multiple teams with varying touch models to accomplish aggressive business goals. Your Client Service Managers (CSMs) work cross-functionally to ensure alignment with customer objectives. Your team will play a crucial role in engaging with customers to ensure fast adoption/ROI, achieve key success metrics/outcomes, share product roadmap plans and conduct regular business reviews. This is a tremendous opportunity to help shape and scale our Global Customer Service organization as we meet our growth plans.
*Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention
*Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.
*Leverage knowledge of the Druva’s platform to advise on best practices
*Develop content and conduct periodic account reviews with client executive teams
Define and delivery varying touch models across Druva’s extensive client base
Ensure swift resolution of account issues, by leveraging resources from cross-functional teams, as needed
*Provide executive oversight and client communication
*Work closely with Marketing to identify successful customers and turn them into advocates
*Lead, motivate and develop your leadership team and their CSMs
*Embody Druva values and serve as a role model for team members
Requirements for position:
+10 years of Customer Success Management/Leadership working with large enterprise, mid-market and SMB customer
*Proven customer management skills with large and complex accounts
*Ability to analyze complex situations, develop associated action *plans and lead teams to achieve key objectives
*Creative, resourceful, detail-oriented, and highly organized
*An analytical and metrics-driven work style
*Excellent communication and presentation skills
*Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
*Passion for data protection and management market and new cloud-based technology
*Background in data protection and management is a plus