Lead Customer Success Specialist

About the role

This role will serve as a trusted technical partner for strategic customer accounts, helping them realize value from the company's data protection and recovery solutions. You will guide adoption, strengthen resilience planning, and align technical strategies with customer business goals. The position requires close collaboration with senior stakeholders to improve outcomes, reduce risk, and support long-term customer success.

Responsibilities

• Own the technical relationship for a portfolio of strategic Enterprise and Commercial accounts.
• Develop and advance tailored Customer Success Plans aligned with each customer's goals.
• Guide activation, adoption, and optimization of the portfolio to deliver measurable value.
• Conduct health assessments and solution adoption planning across the product suite.
• Assess recovery readiness and provide strategic recommendations to improve resilience.
• Facilitate recovery simulations and best-practice discussions with customers.
• Monitor customer health signals and proactively develop risk mitigation plans.

Qualifications

• 5+ years of experience in customer-facing technical roles related to data protection and recovery technologies.
• Strong technical expertise in backup and recovery, virtualization, operating systems, storage, cloud platforms, and cybersecurity.
• Experience in designing protection strategies and recovery preparedness programs.
• Proven ability to align customer business objectives with technical roadmaps and measurable outcomes.
• Strong executive communication skills, capable of presenting to senior stakeholders.
• Ability to manage multiple strategic customer relationships effectively.
• VMCE certification required or to be obtained shortly after hire.

Benefits

• Unlimited paid time off and 12 paid holidays, including global wellness days.
• Paid parental leave of 8 weeks for all parents and 16 weeks for birthing parents.
• Comprehensive medical, dental, and vision coverage starting on the first day.
• Mental health support and therapy sessions via the Employee Assistance Program.
• 401(k) retirement plan with company matching contributions.
• Support for fertility, adoption, and surrogacy, plus paid volunteer time.
• Access to 24/7 virtual veterinary care at no cost through AirVet.
• Opportunities for continuous learning via on-demand libraries and workshops.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $127,200 – $236,100 annually