Customer Success Manager

NetApp • Waltham, MA

401d

About The Position

As a Customer Success Manager (CSM) at NetApp, you will focus on delivering exceptional customer experiences and ensuring business outcomes for clients. Your role involves fostering strong product adoption, driving value realization, and promoting customer renewal, establishing NetApp as a trusted partner in their success.

Requirements

• Strong communication skills and emotional intelligence to build relationships and address customer challenges.
• Track record of success in fast-paced environments, capable of handling multiple tasks.
• Technical proficiency to understand customer needs and leverage product capabilities.
• Proven ability to cultivate valuable and outcome-oriented relationships with customers.
• Capable of working independently and collaboratively with global teams.
• Skilled in data analysis, providing actionable insights and recommendations.
• Proficiency in MS Office; experience with Gainsight and Salesforce is a plus.
• Bachelor's degree required with 1-2 years of B2B customer-facing experience.

Nice To Haves

• Language proficiency may be required for CSM roles in specific areas.

Responsibilities

• Develop and nurture strong relationships with customers, becoming a trusted advisor and advocate.
• Facilitate smooth onboarding activities and co-create a success plan tailored to customer needs.
• Conduct monthly health checks to assess product adoption and address challenges.
• Proactively engage with customers using data insights to monitor adoption and utilization.
• Maintain the customer inventory of assets and services while identifying opportunities for expansion or optimization.
• Work closely with Sales, Support, and Technical teams to ensure an exceptional customer experience.
• Collaborate with Renewal Specialist and Field Sales to design success plans for value realization.
• Develop and share best practices with team members to improve processes and playbooks.

Benefits

• Health Insurance
• Life Insurance
• Retirement or Pension Plans
• Paid Time Off (PTO)
• Various Leave options
• Employee stock purchase plan
• Restricted stocks (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree