Customer Success Engagement Manager

Customer Success Engagement Manager

Location:London

Department: Customer Success

Reports To: Chief of Staff, Customer Success 

At VAST Data, we are redefining the future of AI and data infrastructure. Our platform powers some of the world’s most demanding environments, enabling organizations to accelerate innovation through a unified, scalable data platform. As we continue to grow globally, we are seeking a highly organized, detail-obsessed, customer-focused, and operationally driven Customer Success Engagement Manager to join our Customer Success organization.

Role Overview

The Customer Success Engagement Manager serves as the operational quarterback for customer deployment and field service engagements. This individual partners closely with customers, Sales Engineers, Support, Field Engineers, and third-party service providers to coordinate successful installation, expansion, and break-fix activities across customer environments.

This role requires exceptional communication skills, strong operational discipline, and the ability to manage multiple high-priority engagements simultaneously in a fast-paced environment. The ideal candidate understands the importance of customer experience and technical risks and requirements during critical deployment windows, and thrives in situations requiring coordination across technical teams, customers, and external partners.

Key Responsibilities

Deployment Coordination & Customer Engagement

• Coordinate onsite installation and expansion deployments with customers, Sales Engineers, and deployment teams.
• Manage deployment scheduling, logistics, site readiness validation, and resource alignment.
• Act as the air traffic controller throughout deployment activities to ensure seamless, on-time execution and clear communication across all involved parties.
• Drive proactive communication with VAST resources regarding timelines, milestones, risks, and deployment status.

Revenue Recognition & Engagement Tracking

• Track deployment progress and completion milestones to help accelerate operational closeout and revenue recognition activities.
• Ensure engagement records, deployment completion details, and customer sign-offs are accurately documented and communicated internally.
• Partner cross-functionally with Customer Success, Services, Finance, and Sales Operations teams to maintain accurate deployment visibility.

Break-Fix & Field Service Coordination

• Work closely with Support Engineers and partners to coordinate onsite field engineer dispatches for hardware replacement and break-fix activities.
• Establish and monitor escalation workflows to make sure scheduling urgency, parts coordination, and customer communications happen smoothly during critical support situations.
• Help minimize customer downtime through rapid coordination and operational follow-through.

Partner & Vendor Relationship Management

• Build and maintain strong relationships with authorized third-party service providers, installers, and field engineering partners.
• Maintain positive working relationships with the network of qualified installation and field service resources globally.
• Monitor partner responsiveness, performance, coverage, and service quality to ensure high customer satisfaction.
• Support onboarding and operational enablement of new service partners.

Qualifications

• 5+ years of experience in Customer Success, Services Operations, Deployment Coordination, Technical Account Management, or similar operational roles within enterprise technology and customer-facing business units.
• Experience in the data storage, infrastructure, networking, cloud, or enterprise hardware industry strongly preferred.
• Proven ability to coordinate complex customer engagements involving multiple technical stakeholders and external vendors.
• Strong organizational and project management skills with the ability to manage competing priorities simultaneously.
• Effective and concise written and verbal communication skills.
• Experience working cross-functionally with Sales, Support, Engineering, Finance, and external service providers.
• Ability to remain calm, responsive and highly effective during high-pressure customer situations and escalations.
• Familiarity with enterprise deployment processes, field service operations, and hardware lifecycle management is highly desirable.
• Experience using CRM, ticketing, and project management platforms such as Salesforce and Jira.

Preferred Attributes

• Customer-first mindset with strong attention to detail.
• Highly proactive, resourceful, and operationally driven.
• Comfortable operating in a rapidly scaling, fast-paced environment.
• Strong sense of ownership and accountability.
• Ability to influence and coordinate without direct authority.