Manager, Customer Experience (Northeast)

Nutanix; New York (NY); Remote; USD 80,000 - 140,000; Full time

Job summary

An established industry player is seeking a strategic leader to enhance customer experience and drive success in a dynamic team. This role emphasizes collaboration and hands-on engagement with customers, focusing on building a robust customer success capability. You'll lead a team of professionals, develop key relationships, and influence product roadmaps based on customer feedback. With a commitment to diversity and inclusion, this position offers the flexibility of remote work while ensuring accountability and professional growth. If you are passionate about customer success and eager to make a significant impact, this opportunity is perfect for you.

Qualifications

• 7-10 years in customer success roles, with 3-5 years in management.
• Strong leadership skills to develop and retain top talent.

Responsibilities

• Manage a team to drive customer satisfaction and retention.
• Engage with customers to ensure their success aligned with goals.

Skills

Leadership

Customer Success Management

Team Management

Relationship Building

Problem-Solving

Diversity and Inclusion

Education

Bachelor's Degree

Tools

Nutanix Technology

Job description

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you a strategic leader with a passion for enhancing customer experience and a proven track record in building successful teams? If so, you’ll be excited to join a dynamic team at Nutanix that is dedicated to transforming customer experience under the guidance of experienced leadership and with the overwhelming support of the CEO.

About the Team

The Customer Experience team at Nutanix is dedicated to building a robust, technical customer success capability, supporting the company's strategic transition to a subscription model. This team focuses on driving customer adoption, enhancing customer experience and driving customer expansion. The culture within the team emphasizes collaboration, technical capability, and hands-on engagement with customers, all aimed at ensuring that customer needs are prioritized and executed flawlessly.

You will report to the Senior Director of Customer Experience, who leads with a hands-on approach and values open communication and relationship-building within the team. This manager is committed to fostering a diverse and inclusive environment while holding team members accountable for their development. The role is designed to be remote within the designated region, allowing flexibility, with an expectation of occasional in-office meetings as needed.

The role will require regular travel to customer and partner sites within the region, with a few overnight stays as necessary to strengthen relationships and support customer success initiatives. Travel is expected to largely remain within the assigned geographic area to ensure efficient engagement with clients.

We are seeking a Manager for the Northeastern US.

Your Role

• Lead and manage a team of customer success professionals to drive adoption and enhance customer satisfaction and retention.
• Develop strong relationships with key stakeholders, including sales leadership and engineering teams.
• Assign team members to customer accounts based on strengths and account needs for optimal success.
• Engage directly with customers to ensure their success and provide support aligned with their goals.
• Implement a customer success capability that aligns with the company's transition to a subscription model.
• Influence product roadmaps based on customer feedback, ensuring offerings meet market demands.
• Foster a diverse team environment to enhance team dynamics and creativity.
• Establish performance metrics and evaluate team members to drive accountability and professional growth.

What You Will Bring

• 7 to 10 years of experience in customer success or customer experience roles, with 3 to 5 years in a management position.
• Strong leadership and team management skills, including the ability to attract, coach, develop and retain top talent.
• Proven ability to build relationships with sales teams and understand customer accounts.
• Experience influencing product roadmaps based on customer feedback and market needs.
• Technical skills to know and understand Nutanix technology - there will be an expectation to earn the Nutanix Certified Expert (NCX) certification (training will be provided for this) within the first year.
• Hands-on approach to customer engagement and problem-solving capabilities.
• Commitment to diversity and inclusion in hiring and team composition.
• Experience in a subscription-based SaaS business model strongly preferred.
• Ability to navigate organizational dynamics and foster collaboration across departments.