Senior Customer Success Manager

About the Role

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry. This type of work—work that changes the world—is what the tech industry was founded on. 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 a "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 also 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

Schedule

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

Salary ranges are determined based on role, level, and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. This role may be eligible for incentive pay and/or equity. The annual base salary range is $93,000—$171,000 USD.

Benefits

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
• Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
• Team: We build each other up and set aside ego for the greater good. And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out purebenefits.com for more information.