Director Customer Success

Commvault•Fort Lauderdale, FL

14h

About The Position

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data. Commvault is the world’s most powerful backup and recovery software in the cloud and on any infrastructure, helping companies transform their data into a powerful strategic asset. Commvault data protection and information management solutions enable companies and organizations of all sizes, in all industries, to protect, access and share all their data- anywhere and anytime. As an organization, we are committed to a great work culture that embraces our values and promotes professional growth. Our Vaulters are passionate innovators who work together to uncover new challenges and solutions. We’re focused on getting the job done and having fun doing it. As Vaulters, we take pride in transparency, integrity and respect in everything that we do. NOW is the time to join a growing company with strong roots, where you can take on your new challenge. As Director of Customer Success, you will be responsible for running our regional Customer Success organization. You will be responsible for building a team of Leaders and Customer Success Managers, who own the overall customer relationship and post-sale journey. Your primary purpose is to ensure the team enables our customers to become more successful using Commvault’s technologies. You are responsible for the overall customer experience…onboarding through renewals… by driving overall customer sentiment, renewal rates (Gross and Net) and contributing to the renewal business. You will lead a team to drive customer outcomes while demonstrating the value (return on investment) for our customers; onboarding, adoption, expansion and renewals are key performance indicators for success. To be successful in this role, you must be passionate about leading a team, have outstanding collaboration skills with the ability to think both critically and laterally, and be able to provide critical data back to the global business. You must be able to adjust to shifting business priorities and be able to prioritize tasks appropriately and quickly. You must be able to provide detailed analysis of the health of the overall of the business and own the action plans in region to mitigate risk with down-sell and churn.

Requirements

10+ years of experience in Customer Success, Account Management, or related roles
5+ years of experience leading customer-facing teams, including managers and ICs
Strong track record of driving retention (GRR), expansion (NRR), and customer outcomes
Demonstrated experience presenting to executive leadership teams (internal and customer-facing), with the ability to clearly communicate customer health, risks, and value realization
Experience with forecasting, renewal management, and revenue accountability
Proven ability to position and sell value-based services or success offerings
Strong experience managing escalations and high-risk customer situations
Proven ability to lead teams in a high-accountability, execution-focused environment
Strong communication and collaboration skills across cross-functional teams
Comfortable using data and metrics to manage performance and forecast outcomes

Responsibilities

Directly management team of paid and unpaid success leaders and individual contributors.
Lead through a player–coach model, staying actively involved in customer situations, escalations, and key engagements.
Set clear expectations for execution, customer engagement, and performance standards across the team.
Coach and develop team members to improve customer impact, retention, and expansion outcomes, including positioning paid success offerings.
Own delivery of customer success across both contracted (paid) and scaled (unpaid) motions.
Ensure consistent execution of onboarding, adoption, and renewal engagement models.
Drive clear customer engagement cadences, success plans, and follow-through on commitments.
Ensure customers are progressing through lifecycle stages with measurable outcomes and value realization.
Partner with Sales and Services teams to ensure paid success offerings are delivered effectively and aligned to customer needs.
Own regional forecasting for paid success and retention (GRR).
Ensure accurate and timely visibility into customer health and at-risk customers.
Actively participate in forecast calls, business reviews, and revenue discussions, representing Customer Success performance and outlook.
Drive the attach, renewal, and expansion of paid Customer Success and services offerings across the customer base.
Coach teams to identify, position, and articulate the value of paid success tied to customer outcomes.
Partner closely with Sales to influence deals, expansions, and renewals that include success services.
Ensure paid offerings are aligned to customer maturity, complexity, and desired outcomes, increasing adoption and retention.
Track and improve attach rates and expansion of success services across the region.
Serve as the primary escalation point for the region, ensuring timely and effective resolution of customer issues.
Stay directly engaged in critical accounts and high-risk situations to protect revenue and customer sentiment.
Drive improvements in CSAT and NPS through consistent follow-up and issue resolution.
Reinforce strong collaboration with Support, Sales, and Engineering to resolve customer challenges.
Inspect and enforce clear performance expectations and KPIs for paid and unpaid success teams: Customer retention (GRR) Expansion (NRR) Paid success attach and growth Customer sentiment (NPS / CSAT Adoption and engagement levels
Monitor team and individual performance, taking direct action to address gaps.
Ensure team productivity aligns with capacity expectations and customer coverage needs.
Ensure consistent tracking of customer health, adoption, and risk signals across the portfolio.
Drive proactive engagement to mitigate risks before renewal impact.
Reinforce the use of success plans and customer data to guide customer interactions.
Ensure teams are focused on driving adoption, consumption, and demonstrating value in every engagement.
Ensure the team is equipped with the skills, tools, and knowledge to deliver strong customer outcomes.
Coach teams on value-based conversations, renewal positioning, and paid success articulation.
Reinforce adoption of standard playbooks, engagement models, and best practices.
Maintain consistency in how Customer Success is delivered across accounts and teams.
Partner closely with Sales, Support, Professional Services, and products to ensure aligned execution for the customer.
Participate in forecasting, account reviews, and business updates to represent customer health, risks, and revenue opportunities.
Ensure strong communication and alignment across teams to support customer success, retention, and growth.

Benefits

Continuous professional development, product training, and career pathing
An inclusive company culture, opportunity to join our Employee Groups
Generous benefits supporting your health, financial security, and work-life balance
Employee stock purchase plan (ESPP)

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