Customer Success Manager

Senior Customer Success Manager

New York, New York; Raleigh, North Carolina

We're in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.

This type of workwork that changes the worldis what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

As a Senior Customer Success Manager, you will be the strategic architect of the customer journey for our elite Evergreen//One and Evergreen//Flex subscription portfolio. You will transform technical adoption into measurable business value, serving as the high-impact link between our customers' vision and Everpure cross-functional powerhouses in Engineering, Product, and Sales. Your mission is to secure world-class retention and advocacy by ensuring our most complex global accounts don't just use our technologythey thrive on it.

WHAT YOU'LL DO

• Drive Value Realization: Orchestrate the end-to-back customer lifecyclefrom high-touch onboarding to strategic renewalsensuring customers maximize their investment in Everpure "as-a-Service" model to achieve their specific business KPIs.
• Act as a Strategic Advocate: Serve as the primary post-sales conduit for key accounts, translating complex customer needs into actionable feedback for Product Management and Engineering to influence the future of our subscription ecosystem.
• Lead Executive Business Reviews: Own and facilitate monthly and quarterly strategic sessions with stakeholders and GSIs to align technical performance with corporate objectives, capacity planning, and long-term growth roadmaps.
• Manage Critical Success Outcomes: Proactively identify and mitigate churn risks by leading issue resolution and escalations, while simultaneously identifying expansion opportunities that deepen Everpure footprint within the customer's data center architecture.
• Shape the CSM Playbook: Contribute to Pure's digital transformation by designing the scalable processes, tools, and programmatic frameworks that will define how we deliver a "Everpure" experience to a global customer base.

WHAT YOU BRING

• 3+ years experience in a customer-facing, account management role
• 2+ years experience in a Customer Success role
• Prior experience in a Professional Services Consultant, TAM, Support or Sales Engineering (or similar) function nice to have...
• Experience in an enterprise data center environment is preferred, but not required for the right candidate.
• Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management, and Consulting Services
• Ability to manage multiple projects and tasks, determine project urgency and execute detailed action plans in collaboration with customers and stakeholders.
• Must be able to exercise excellent judgment in a high-performing, high-growth environment while paying extremely close attention to detail and keeping the bigger picture in view.
• Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships.
• Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain the impact in business. terms, reports and presentations to executives within Everpure and the customer organization.
• Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues at the executive level
• Ability to adapt to, define and influence within a new business line where policies, process and operations are in early stages of development
• Willingness and ability to travel to customer location as needed (10% or less)
• On occasion, provide after hours and weekend on-call availability to support key maintenance activities
• Experience with Gainsight or similar Customer Success platform is a plus.

We are primarily an in-office environment and therefore, you will be expected to work from the New York or Raleigh office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. This role may be eligible for incentive pay and/or equity. There is no application deadline and we accept applications on an ongoing basis until the job is filled.

The annual base salary range is:

$93,000 - $171,000 USD

WHAT YOU CAN EXPECT FROM US:

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
• Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology, Fortune's Best Workplaces in the Bay Area, and certified as a Great Place to Work!
• Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out purebenefits.com for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at View email address on click.appcast.io if you're invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

We're forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn't just accepted but embraced. That's why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.

Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

Join us and bring your best.

Bring your bold.

Pure and simple.