Customer Success Manager

Commvault; Northern (KY); Hybrid; USD 72,000 - 127,000; Full time

Benefits offered by this job

Continuous professional development

Career growth opportunities

Inclusive culture

Job summary

Commvault is seeking a Customer Success Manager (CSM) to drive onboarding, adoption, expansion, and renewals across assigned regions. You will engage customers via email, in-app guides, online communities, and 1:1 sessions, leveraging data-driven insights to optimize outcomes.

You will coordinate with the Success team to design targeted digital engagement, reduce risk, and maximize value. This role supports a remote workforce with a strong customer-focus culture.

Qualifications

• 2+ years in account management or a customer-facing role.
• Experience with CS methodologies including expansion and renewal cycles.
• Strong passion for customer experience and outcomes.
• Familiarity with Gainsight and email campaign development.
• Ability to navigate ambiguity in a fast-paced SaaS environment.
• Knowledge of data center operations, networking, storage, or Backup as a Service.
• Technical enablement training while handling high volumes of interactions.
• Gainsight/Journey Orchestrator is a plus.
• Certifications or degree in data management, cloud services, or SaaS.

Responsibilities

• Drive onboarding, adoption, expansion, and renewals using data-driven methods.
• Design messaging campaigns and sequences (Gainsight/Marketo) to support retention.
• Provide feedback to improve customer experiences with Commvault tech.
• Meet defined CS metrics and SLA targets for assigned segment.
• Collaborate with Success team on new digital engagement initiatives.
• Identify and mitigate customer risk via CSAT feedback and shared mailboxes.
• Engage customers through scheduled feedback to uncover expansion opportunities.
• Proactively drive expansion by analyzing subscription trends and data.
• Escalate issues with internal teams when data is inaccurate or customers are unresponsive.

Skills

Account management

Customer success

SaaS

Data-driven

Gainsight

Email campaigns

Renewals

Education

Bachelor's degree or equivalent

Technical certifications

Tools

Gainsight

Journey Orchestrator

Marketo

Job description

Enterprise & Customer Support Full Time Remote

Customer Success Manager

Recruitment Fraud Alert

We’ve learned that scammers are impersonating Commvault team members—including HR and leadership—via email or text. These bad actors may conduct fake interviews and ask for personal information, such as your social security number.

What to know:

• Commvault doesnotconduct interviews by email or text.
• We will never ask you to submit sensitive documents (including banking information, SSN, etc) before your first day.

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.

Job Description Overview

As a Customer Success Manager (CSM) you will use data-driven methodologies to drive onboarding, adoption, expansion, and renewals at scale. You will engage customers through multiple channels including email, in-app guides, online communities, and targeted 1:1 interactions across your assigned region or customer segment.

Customers supported by the Success team require personalized, scalable engagement models with simplified processes for onboarding, adoption, expansion, and renewals. Your ability to personalize at scale will be critical in delivering world-class customer experiences while meeting revenue, sentiment, and retention goals.

Position Responsibilities

• Leverage Gainsight and other communication technologies to drive customer onboarding, adoption, and expansion across the Commvault portfolio
• Design and execute messaging campaigns, including content and email sequences, using Gainsight and Marketo to support retention and expansion outcomes
• Provide feedback on new and existing email sequences to continuously improve the customer experience with Commvault technologies
• Execute customer engagement goals defined in the Customer Journey Map, ensuring required touchpoints and feedback loops are completed
• Collaborate with the broader Success team to develop and implement new digital engagement initiatives that enable personalization at scale
• Identify and mitigate customer risk through direct interactions, CSAT feedback, and internal shared mailboxes for customer communications
• Engage customers through scheduled, recurring feedback sessions to identify risks and uncover expansion opportunities
• Proactively drive expansion by analyzing subscription consumption trends and internal business data to identify opportunities to protect additional customer data and infrastructure
• Escalate issues proactively with internal teams when customer contact data is inaccurate or when customers are unresponsive to engagement efforts
• Ensure customers meet defined Time to Onboard, Time to Adopt, and Time to Value SLAs as set by Customer Success Leadership for your assigned segment or book of business

Position Requirements

• Minimum of 2 years of experience in account management or a customer-facing role focused on engagement and outcome delivery
• Experience with Customer Success methodologies, including managing expansion and renewal cycles
• Strong passion for customer experience and a demonstrated ability to improve end-to-end customer outcomes
• Familiarity with digital customer engagement platforms such as Gainsight and email campaign development
• Ability to independently navigate ambiguity and guide customers to success in a fast-paced SaaS environment with evolving product functionality
• Working knowledge of data center operations, including networking, storage, compute, virtualization, databases, and Backup as a Service solutions
• Ability to complete assigned technical enablement training while managing a high volume of customer interactions
• Experience with Gainsight and Journey Orchestrator is a plus
• Technical certifications, college degree, or equivalent experience in data management, cloud services, or SaaS

You'll Love Working Here Because

• Continuous professional development and product training.
• Clear career growth and advancement opportunities.
• Inclusive company culture.

Thank you for your interest in Commvault. Reflected below is the minimum and maximum base salary range for this role. At Commvault we use broad salary ranges in our job postings to reflect the diverse levels of expertise and experience among our candidates and is not reflective of the total compensation and benefits package. The specific salary offered will be determined based on your unique qualifications, including your relevant experience, skills, and the value you bring to the role. While the range provides a general idea of the compensation, it is important to note that placements within the range are not automatic and will be carefully considered to ensure a fair and competitive offer. We are committed to rewarding talent and experience.

Pay Range

$72,250 — $126,500 USD

Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.

Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email [e-mail] For any inquiries not related to an accommodation please reach out to [e-mail] .