Job Summary

We are seeking an experienced individual to join our fast-paced team as Director of Cloud Consumption Customer Success Strategy & Operations This individual will play a pivotal role in growing and scaling our customer success function focused on NetApp's cloud consumption business. Much of the day-to-day work involves structuring problems, analyzing data, making recommendations, and driving implementation. In this role you will be deeply involved with key internal stakeholders (Senior Executives, Sales, GTM, Product, Services, Support, etc) to ensure we have alignment across our teams, and will also serve as a strategic partner to the Customer Success leadership team.

Key Responsibilities

• Customer Success Strategy: Work with Customer Success Leadership to develop and execute the overall customer success strategy, aligning it with the company's vision for the overall Cloud business. This includes strategies to drive consumption, retention, expansion and customer advocacy.
• Customer Success KPIs: Define key performance metrics and targets, create reports and dashboards to derive insights into the health of the business, analyze data and identify areas of opportunities and present improvement recommendations to leadership.
• Process and Tooling: Build and optimize scalable and efficient customer success processes, ensuring smooth customer onboarding, migration, and expansion. Drive requirements for new tools and manage existing systems to enhance team productivity and ensure key customer touchpoints are tracked and actioned.
• Operating Model Design: Optimize the coverage and segmentation model, define strategies to re-distribute workload as needed, and forecast hiring needs. Design CSM playbooks to define touchpoints with customers, optimizing account coverage across Top accounts, named CSM coverage and digital engagement models.
• Customer Feedback and Advocacy: Develop mechanisms to gather customer feedback and insights, leveraging customer success stories and references to drive customer advocacy.
• Executive Communication: You will play a strong role in All Hands deck creations, Operations reviews, QBR preps, Board material prep and general executive reporting. Executive presence in communication to key leadership is essential.
• Cross-Functional Collaboration: Partner with sales, marketing, product, and engineering teams to ensure alignment on customer needs and foster a customer-centric culture across the organization. Help define cross-functional processes and manage the effectiveness of the same.
• Innovation & Initiatives: Stay updated with industry trends and best practices, driving a culture of continuous improvement and innovation within the customer success function.

• Minimum 10 years experience with 6 years in customer success strategy & operations, customer success leadership in Cloud or SaaS companies, or management consulting.
• Exposure to cloud Infrastructure business aligned with hyperscalers such as Microsoft Azure, AWS or Google Cloud
• Strong understanding of Cloud and SaaS business models, and familiarity with customer success methodologies & best practices.
• Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business decisions.
• Demonstrated experience in leading and executing projects from inception to completion, with a focus on process optimization and efficiency.
• A customer-centric approach with a deep commitment to delivering exceptional customer experiences and driving customer success.
• Strong executive presence, communications skill, and ability to influence without authority
• Proven ability to lead and mentor a team, fostering a positive and performance-driven work culture.
• Thrive in a dynamic startup environment, demonstrating adaptability, resilience, and a willingness to take initiative.

• Bachelor's or master's degree in business, Marketing, or a related field preferred. An MBA is a plus.
• Minimum of 15+ years overall applicable experience required
• 8+ years of relevant people management experience, including direct oversight of individual contributors and people managers preferred