Keystone Success Manager

NetApp, Inc.•Durham, NC

4h•$70,550 - $104,500•Hybrid

About The Position

As a Keystone Success Manager (KSM), you will serve as the primary trusted advisor for a portfolio of NetApp Keystone customers, helping them maximize the value of their subscription services. You will own the customer relationship throughout the subscription lifecycle, acting as a strategic partner, advocate, and escalation point while coordinating with cross-functional teams across Sales, Engineering, Support, and Service Delivery. The KSM is responsible for driving customer satisfaction, subscription health, adoption, retention, and growth through regular business reviews, proactive planning, issue resolution, and operational oversight.

Requirements

Experience in Customer Success, Technical Account Management, Service Delivery, Professional Services, Account Management, or a related customer-facing role.
Strong relationship-building and stakeholder management skills.
Ability to navigate complex customer environments and coordinate across multiple teams.
Experience managing escalations and driving customer issues to resolution.
Strong analytical and problem-solving skills, with the ability to interpret usage and operational data.
Excellent communication and presentation skills.
Ability to balance strategic customer engagement with operational execution in a fast-paced environment.
Experience with subscription-based, cloud, managed services, or consumption-based business models.
Knowledge of enterprise infrastructure, storage, cloud, or hybrid cloud environments.
Familiarity with customer success methodologies and account planning practices.
US Citizenship Required

Responsibilities

Serve as the primary point of contact for assigned Keystone customers.
Build trusted relationships with customer stakeholders and act as their advocate within NetApp.
Lead regular service and business reviews focused on subscription health, utilization, capacity planning, forecasting, and customer objectives.
Provide guidance on Keystone best practices, tools, training resources, and self-service capabilities.
Monitor subscription usage, capacity consumption, and overall service health to identify opportunities and potential risks.
Proactively facilitate subscription modifications, expansions, renewals, refreshes, relocations, and decommission activities.
Ensure customer environments remain optimized and aligned to business needs.
Act as the customer escalation point for subscription-related concerns.
Partner with Service Delivery Managers, Support Account Managers, Engineering, and Operations teams to drive timely issue resolution.
Coordinate investigations and track customer-facing issues through resolution.
Address customer inquiries related to contracts, billing, maintenance, incidents, and service delivery.
Analyze subscription trends and consolidate data to provide actionable insights and recommendations.
Maintain subscription hygiene and operational excellence to promote a seamless customer experience.
Partner closely with Sales teams to support account growth, renewals, and expansion opportunities.
Provide customer feedback to Product Management and Engineering teams to influence future enhancements.
Collaborate globally with Keystone teams to deliver a consistent and high-quality customer experience.