About the Company:

Qumulo is the simple way to manage exabyte-scale data anywhere — edge, core, or cloud — on the platform of your choice. In a world with trillions of files and objects comprising 100+ zettabytes worldwide, companies need a solution that combines the ability to work anywhere with simplicity. This is precisely what Qumulo was founded to accomplish.

At Qumulo, we are building an open and collaborative culture where people can do their best work with customers as our magnetic field. We act as owners, we share by default, we are data driven and experimental and as an inclusive workplace, we encourage and celebrate multiple points of view. As part of our culture we believe diversity drives innovation.

About the Position

Ready to define the future of tech-touch customer success? The Senior Manager of Customer Success at Qumulo will be accountable for commercial to enterprise customer value realization and building the digital engagement model. The role requires deep expertise in leadership, customer success, and change management to transform an existing team and set of processes into an industry-defining customer-led success organization.

You will own the full customer lifecycle—from onboarding and activation to enablement and adoption to expansion and retention—ensuring customers achieve measurable outcomes while building long-term, trusted relationships.

Key Responsibilities

• Lead & Scale the Digital CS Team: Recruit, coach, and lead a team of 2 - 4 Customer Success Managers, fostering a high-performance culture focused on managing Qumulo’s high-volume "Scale" segment.
• Architect the Digital Journey: Design and implement a low-touch/high-impact customer journey. Build automated workflows that drive value realization across onboarding, adoption, and renewal without relying on manual intervention.
• Drive 1:Many Value Programs: "Productize" customer success by creating programmatic content strategies—including targeted webinars, email nurtures, and in-app engagements—that educate users, trigger workload scaling, and unlock feature adoption.
• Data-Driven Risk Management: Operationalize health monitoring by utilizing telemetry and usage data. Create automated risk triggers and "templated" plays that allow the team to proactively intervene and mitigate churn before it happens.
• Operational Excellence & KPIs: Own the retention (GRR) and expansion (NRR) targets for the pooled segment. Analyze team performance and customer health metrics to continuously optimize the efficiency of the digital engagement model.
• Cross-Functional Advocacy: Serve as the bridge between the Scale customer base and the Product/Engineering teams. Translate aggregated customer feedback and churn data into actionable insights to influence the Qumulo roadmap.

Qualifications

• Experience: 8+ years in B2B SaaS Customer Success, with at least 4 years dedicated to building or leading high-performance scale teams
• Digital Architecture: Proven expertise in designing customer segmentation models and executing automated, trigger-based campaigns that drive adoption.
• SaaS Fluency: Owned, managed, and met or exceeded revenue goals with an ability to translate raw data into actionable revenue strategies.
• Tech Stack Proficiency: Hands-on experience with the modern CS and Marketing stack, specifically CRM, CSP, Marketing Automation, LMS, and internal / external collaboration platforms.
• Communication Mastery: Exceptional written and verbal communication skills, with a portfolio of success in crafting 1:Many content (webinars, email nurtures) and presenting to executive stakeholders.
• Program Management: Strong organizational skills with a track record of managing complex, cross-functional projects from ideation to deployment.
• Industry Background: Domain knowledge in Cloud Data Management, File Storage, or Hybrid Cloud infrastructure is highly preferred.

The annual pay range for the role is USD $170,000- $220,000 USD

Individual pay depends on various factors, such as role level, relevant experience and skills. Pay ranges are reviewed and typically updated each year. Offers are made within the pay range applicable at the time.

Benefits & Perks:

• Pre-IPO stock options
• Flexible time-off policy
• HSA and PPO health insurance options
• Dental and Vision insurance
• 401(k) plan
• Choice of an ORCA card or parking subsidy

Equal Opportunity Employer:

As part of the employment process, Qumulo conducts comprehensive background checks on all final candidates for employment. The background check process may include a review of criminal history, credit history, employment verification, education verification, and other relevant information.

Qumulo is committed to complying with all applicable federal, state, and local laws concerning background checks. We ensure that our background check process is fair, consistent, and transparent, and we follow all legal requirements regarding the timing and scope of such checks.

For positions in jurisdictions with specific legal requirements, such as restrictions on the timing of criminal history inquiries, we will conduct these checks in accordance with local laws and only after a conditional offer of employment has been made, where required.

For more information on our Applicant and Employee Privacy Notice please click on the link below:

https://et5yrgdebta.exactdn.com/wp-content/uploads/2024/10/Qumulo-Global-Professionals-Privacy-Notice-October-2024.pdf