Strategic Customer Success & Delivery Manager

NetApp, Inc.; Schiphol; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

NetApp, Inc. is seeking a Support Delivery Manager - Keystone to act as the primary trusted advisor for Keystone customers, owning the relationship across the subscription lifecycle and coordinating with Sales, Engineering, Support and Service Delivery to maximize value from subscriptions.

The SDM will drive customer satisfaction, subscription health, adoption and growth through business reviews, proactive planning, issue resolution and operational oversight, balancing strategic engagement with

Qualifications

• Experience in customer-facing roles such as Customer Success, TAM, Service Delivery, or related.
• Ability to manage escalations and drive timely resolutions.
• Strong analytical and data interpretation skills.
• Excellent communication and presentation abilities.
• Experience with subscription-based or cloud services is a plus.

Responsibilities

• Serve as primary contact for Keystone customers, building trusted relationships with stakeholders and advocating on their behalf.
• Lead service and business reviews focused on subscription health, utilization, capacity planning, forecasting, and objectives.
• Monitor usage, capacity and health to identify risks and opportunities, guiding modifications, renewals, relocations and decommissions as needed.
• Ensure environments remain optimized and aligned to evolving business needs through lifecycle management.
• Act as escalation point for subscription concerns, coordinating with cross-functional teams to resolve issues.
• Analyze subscription trends and deliver actionable insights to drive continuous improvement.
• Partner with Sales, Product Management, and Engineering to support account growth and future enhancements.

Skills

Customer success

Stakeholder mgmt

Escalation handling

Analytical thinking

Communication

Strategic account planning

Job description

NetApp, Inc. is seeking a Support Delivery Manager - Keystone to act as the primary trusted advisor for Keystone customers, owning the relationship across the subscription lifecycle and coordinating with Sales, Engineering, Support and Service Delivery to maximize value from subscriptions.

The SDM will drive customer satisfaction, subscription health, adoption and growth through business reviews, proactive planning, issue resolution and operational oversight, balancing strategic engagement with