Senior Manager, Customer Experience

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you a strategic leader with a passion for enhancing customer experience and a proven track record in building successful teams? If so, you'll be excited to join a dynamic team at Nutanix that is dedicated to transforming customer experience under the guidance of experienced leadership and with the overwhelming support of the CEO.

About the Team

The Customer Success team at Nutanix is dedicated to building a robust, technical customer success capability, supporting the company's license subscription model. This team focuses on driving customer adoption, enhancing customer experience and driving customer growth.  The culture within the team emphasizes collaboration, technical capability, and hands-on engagement with customers, all aimed at ensuring that customer needs are prioritized and executed flawlessly.

You will report to the APJ Director of Customer Success and Enterprise Architecture, who leads with a hands-on approach and values open communication and relationship-building within the team. This manager is committed to fostering a diverse and inclusive environment while holding team members accountable for their development. The role is designed to manage the diverse team remotely, with occasional travel expected to meet with regional teams and customers.

Your Role

• Lead, mentor and manage a team of Customer Experience Managers to drive adoption and enhance customer satisfaction and retention.
• Develop strong relationships with key stakeholders, including sales leadership, support and engineering teams.
• Collaborate with global team of Customer Success leaders for continual development and enhancement of the program.
• Assign team members to customer accounts based on strengths and account needs for optimal success.
• Engage directly with customers to ensure their success and provide support aligned with their goals.
• Implement a customer success capability that aligns with the company's license subscription model.
• Influence product roadmaps based on customer feedback, ensuring offerings meet market demands.
• Foster a diverse team environment to enhance team dynamics and creativity.
• Establish performance metrics and evaluate team members to drive accountability and professional growth.

What You Will Bring

• 7 to 10 years of experience in customer success or customer experience roles, with 3 to 5 years in a management position.
• Strong leadership and team management skills, including the ability to attract, coach, develop and retain top talent.
• Proven ability to build relationships with sales teams and understand customer accounts.
• Experience influencing product roadmaps based on customer feedback and market needs.
• Technical skills to know and understand Nutanix technology - there will be an expectation to earn the Nutanix Certified Professional within the first year.
• Hands-on approach to customer engagement and problem-solving capabilities.
• Commitment to diversity and inclusion in hiring and team composition.
• Experience in a subscription-based SaaS business model strongly preferred.
• Ability to navigate organizational dynamics and foster collaboration across departments.

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.

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