Senior Customer Success Manager

About the role

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. As a Senior Customer Success Manager, you will be the strategic architect of the customer journey for our elite Evergreen//One and Evergreen//Flex subscription portfolio. You will transform technical adoption into measurable business value, serving as the high-impact link between our customers’ vision and Everpure cross-functional powerhouses in Engineering, Product, and Sales. Your mission is to secure world-class retention and advocacy by ensuring our most complex global accounts don’t just use our technology—they thrive on it.

Responsibilities

• Drive Value Realization: Orchestrate the end-to-back customer lifecycle—from high-touch onboarding to strategic renewals—ensuring customers maximize their investment in Everpure "as-a-Service" model to achieve their specific business KPIs.
• Act as a Strategic Advocate: Serve as the primary post-sales conduit for key accounts, translating complex customer needs into actionable feedback for Product Management and Engineering to influence the future of our subscription ecosystem.
• Lead Executive Business Reviews: Own and facilitate monthly and quarterly strategic sessions with stakeholders and GSIs to align technical performance with corporate objectives, capacity planning, and long-term growth roadmaps.
• Manage Critical Success Outcomes: Proactively identify and mitigate churn risks by leading issue resolution and escalations, while simultaneously identifying expansion opportunities that deepen Everpure footprint within the customer’s data center architecture.
• Shape the CSM Playbook: Contribute to Pure’s digital transformation by designing the scalable processes, tools, and programmatic frameworks that will define how we deliver an "Everpure" experience to a global customer base.

Requirements

• 3+ years experience in a customer-facing, account management role
• 2+ years experience in a Customer Success role
• Prior experience in a Professional Services Consultant, TAM, Support or Sales Engineering (or similar) function is a plus
• Experience in an enterprise data center environment is preferred, but not required for the right candidate
• Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management, and Consulting Services
• Ability to manage multiple projects and tasks, determine project urgency, and execute detailed action plans in collaboration with customers and stakeholders
• Must be able to exercise excellent judgment in a high-performing, high-growth environment while paying extremely close attention to detail and keeping the bigger picture in view
• Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships
• Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and explain the impact in business terms, reports, and presentations to executives within Everpure and the customer organization
• Demonstrated ability to handle critical issues, drive discussion, and present internal and customer issues at the executive level
• Ability to adapt to, define, and influence within a new business line where policies, process, and operations are in early stages of development
• Willingness and ability to travel to customer location as needed (10% or less)
• On occasion, provide after hours and weekend on-call availability to support key maintenance activities
• Experience with Gainsight or similar Customer Success platform is a plus

Work Environment

We are primarily an in-office environment and therefore, you will be expected to work from the New York or Raleigh office in compliance with Everpure's policies, unless you are on PTO, work travel, or other approved leave.

Pay

The Annual Base Salary Range is $93,000—$171,000 USD. This role may be eligible for incentive pay and/or equity.

Benefits

• Flexible time off
• Wellness resources
• Company-sponsored team events
• Innovation-focused culture with opportunities for growth and development
• Fortune's Best Workplaces in Technology™ and Fortune's Best Workplaces in the Bay Area™ recognition
• Great Place to Work® certification

For more information, visit purebenefits.com.