Manager, Customer Success

Description

At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.

Gigamon’s Customer Success Manager is responsible for ensuring we provide the highest quality customer experience wherever and whenever our customers need us.   

• Develop a trusted advisor relationship with our customers so that we are aligned with their business goals and strategy. 
• Influence the customer lifecycle by mapping the customer journey, standardizing touchpoints for each stage in their journey, identifying opportunities for continuous improvement, advocating internally for the customer, and incorporating industry best practices. 
• Maintain customer usage, adoption, and consumption information to create a customer health score. 
• Lead focus assisting the account and support teams with key escalations. 
• Partner closely with our Sales, Channel Partners, and Renewals teams to ensure alignment and provide information on new opportunities and customer outcomes. 
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services. 
• Increase subscription revenue retention, renewal rates, & reduce churn. 
• Influence future lifetime value through higher product adoption. 
• Improve overall customer satisfaction and drive new business growth through greater advocacy & reference-ability. 
• Collaborate cross functionally with our Sales, Channel Partners, Product Management, Engineering, Professional Services, Education Services, and Technical Support teams to deliver an exceptional customer experience. 

• BA/BS quantitative/technical degree, or equivalent. 
• 5+ years experience managing Success teams. 
• 5+ years of experience in customer-facing roles such as customer success, customer support, professional services, or similar including experience managing external vendor/client relationships, cross-functional teams, programs, or products. 
• 3+ years in customer facing support or consulting role (professional services, account management, project management, customer service, etc.). 
• Proven track record in coordinating internal departments and resources to solve complex customer support or implementation problems. 
• Experience developing and holding teams accountable to KPIs relevant to the team and business need. 

• Excellent verbal, written, and interpersonal communication skills. 
• Strong critical thinking, analytic, and problem-solving abilities. 
• Desire to bring new customers to the table. 

As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.