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About the role: As a Customer Success Manager (CSM) at Scality, you'll be the trusted advisor who ensures our customers not only achieve their desired outcomes but also unlock the full potential of our products. This role is all about building lasting relationships, driving product adoption, and maximizing customer satisfaction and retention—while also seizing opportunities to grow revenue by identifying and nurturing upsell, cross-sell, and renewal opportunities. Your impact will directly shape both customer success and business growth.
Main Focus: In this pivotal role, you will own the entire customer lifecycle, from seamless onboarding and driving product adoption to securing renewals and identifying expansion opportunities. As the primary point of contact for your assigned customers, you will build deep, trusted relationships by understanding their unique business goals, challenges, and success metrics. Your proactive approach will include monitoring customer health, leveraging data and insights to identify risks and opportunities, and ensuring alignment between customer needs and our company's solutions. You will collaborate closely with Sales, CS, Support, and Product teams to deliver a cohesive customer experience, acting as the voice of the customer internally to advocate for product and service improvements. By developing and executing tailored success plans, Your role is to maximize the value our customers gain from our solutions, ensuring they successfully meet their objectives. A key aspect of this role is tracking and reporting on critical metrics such as Net Promoter Score (NPS), retention rates, and upsell/cross-sell performance to drive continuous improvement. You will also drive incremental Annual Recurring Revenue (ARR) growth by identifying and nurturing upsell, cross-sell, and renewal opportunities, providing structured expansion signals to Sales, and actively supporting renewal preparation and forecasting. Language skills
- English is mandatory
- Additional European language is a plus.
- Storage Experience: Familiarity with NAS, SAN, RAID, distributed file systems, object storage, RESTful APIs, and Amazon S3.
- Hardware Knowledge: Understanding of x86 platforms, RAID architecture, and file systems.
- High Availability & Containers: Understanding of distributed systems, load balancing, cloud platforms, and container technologies (Docker, Kubernetes).
- Production Environment: Knowledge of web servers, backups, email systems, package management, and monitoring in large-scale production settings.
- ITIL & Tools: Understanding of ITIL Problem and Change Management processes, and experience with Atlassian tools (Jira, Confluence).
- Sales Acumen: Recognize industry trends, competitive landscapes, and customer pain points to position products or services effectively. Ability to use active listening and strategic questioning to uncover customer needs and tailor solutions.
- Communication: Present complex solutions in a business-focused way, set clear expectations, and track action plans—distinguishing Scality's responsibilities from customer obligations.
- Customer Focus: Listen actively to understand and address customer needs before proposing solutions; ensure alignment and acceptance of action plans and outcomes.
- Relationship Management: Build positive relationships with internal (e.g., sales) and external (e.g., service providers) stakeholders.
- Documentation: Create, update, and maintain high-quality business documentation, including process, customer architecture, and configuration details.
- Multitasking: Manage multiple customers simultaneously,
- Quality & Accountability: Deliver work to high standards, seek help when needed while maintaining ownership, and adapt to challenges with minimal supervision.
- Problem-Solving: Analyze issues by identifying gaps between desired and actual outcomes, validate problems with customers, and select effective solutions.
- Team Collaboration: Share knowledge through documentation, coaching, and cross-team support (e.g., CSEs, engineers, project managers, sales).
- BS or MS degree in Computer Engineering, Sales, or equivalent
- Proven experience of a customer facing role in an IT company
