Director, Customer Experience (Federal)

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.

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 and inclusive team environment to enhance team dynamics and creativity.
• Establish performance metrics and evaluate team members to drive accountability and professional growth.
• Refine and mature customer success processes and tools.

What You Will Bring

• Bachelor's degree or equivalent
• 7 to 10 years of experience in customer success or customer experience roles, with 3 to 4 years in a management position.
• Strong leadership and team management skills, including the ability to attract, coach, develop and retain top talent.
• Thought leadership with CS experience that is comfortable running and building a service in parallel.
• Proven ability to build relationships with sales teams and understand customer accounts.
• Experience influencing product roadmaps based on customer feedback and market needs.
• Hands-on approach to customer engagement and problem-solving capabilities.
• Sense of urgency coupled with a bias for action and accountability mindset.
• Execution excellence with a focus on metrics.
• 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.
• US Federal experience a strongly desired.

Pay

The pay range for this position at commencement of employment is expected to be between USD $201,000 and USD $342,000 per year. However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

Benefits

The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Work Arrangement

Remote: This position is primarily remote. There is no specific in-office requirement, however, there may be