What are the responsibilities and job description for the Senior Manager of Customer Success position at Qumulo?
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
The Senior Manager of Customer Success at Qumulo will be accountable for commercial to enterprise customer value realization and driving a proactive engagement strategy. The role requires deep expertise in leadership, customer success, and change management to transform an existing team and set of processes into a highly proactive, 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
Benefits & Perks
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://qumulo.com/applicant-employee-privacy-notice
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
The Senior Manager of Customer Success at Qumulo will be accountable for commercial to enterprise customer value realization and driving a proactive engagement strategy. The role requires deep expertise in leadership, customer success, and change management to transform an existing team and set of processes into a highly proactive, 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 & Mentor the Customer Success Team: Recruit, coach, and lead a team of 5-6 Customer Success Managers. Focus on fostering a high-performance, value-driven culture for CSMs managing customers across the commercial (low touch) and enterprise (medium touch) segments.
- Coach Value Realization: Mentor CSMs on success planning, strategic account management, and evolving their engagement model from a support-heavy approach to one focused on measurable customer value.
- Drive Valuable Customer Cadences: Coach the team on effective meeting preparation and execution, including running high-impact customer meetings like Executive Business Reviews (EBRs) and scheduled success cadences.
- Churn Mitigation & Risk Management: Mentor the team on identifying customer health risks and executing proactive intervention strategies to mitigate churn before it happens.
- Operational Excellence & KPIs: Own the retention (GRR) and expansion (NRR) targets for the covered segment. Analyze team performance and customer health metrics to continuously optimize the efficiency of the engagement model.
- Cross-Functional Advocacy: Serve as the bridge between the customer base and the Product/Engineering teams. Translate aggregated customer feedback and churn data into actionable insights to influence the Qumulo roadmap.
- Experience: 8 years in B2B SaaS Customer Success, with at least 4 years dedicated to building or leading high-performance teams.
- Leadership & Coaching: Proven expertise in mentoring Customer Success Managers and leading teams through organizational change, specifically shifting from reactive to proactive engagement.
- Customer Segmentation: Expertise in designing customer segmentation models and defining appropriate Success Manager engagement levels for different segments.
- SaaS Fluency: Owned, managed, and met or exceeded revenue goals with an ability to translate raw data into actionable revenue strategies.
- CS Tool Knowledge: Hands-on experience with core Customer Success tools and platforms, including CRM and Customer Success Management (CSM) platforms like Gainsight and PlanHat.
- Communication Mastery: Exceptional written and verbal communication skills, with a portfolio of success in 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 Databases, Cloud Data Management, File Storage, or Hybrid Cloud infrastructure is highly preferred.
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
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://qumulo.com/applicant-employee-privacy-notice
Salary : $170,000 - $220,000