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NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.
If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.
Manager, Customer Success Excellence and Go To Market
Morrisville, North Carolina, United States; San Jose, California, United States; Chantilly, Virginia, United States; Vienna, Virginia, United States; Boulder, Colorado, United States; New York, New York, United StatesJob Overview:
Manager of Customer Success Excellence and Go To Market will lead a team of program managers responsible for transforming traditional success motions into an outcomes-based model with a strong emphasis on customer technical health and adoption. This role is pivotal in driving high growth through digital engagement via AI and ensuring scalability across the organization. This position requires a transformative mindset to unify processes, resources, and success offers under a customer outcomes-based framework.
Core Responsibilities:
- Lead and mentor a team of program managers, emphasizing the development of customer success competencies and capabilities required to deliver innovative, technology-driven solutions that elevate customer experience and outcomes
- Manage the day-to-day execution of customer success programs to support the organization's shift toward increasing technical customer engagements and digital transformation initiatives
- Collaborate extensively with internal teams to communicate process changes, proactively address gaps, and embed leading-edge practices that strengthen customer engagement and foster a culture of continuous learning and capability-building within the team
Process Optimization and Program Management:
- Collaborate with customer-facing teams to assess operational gaps and drive improvements while working cross-functionally with IT, Revenue Operations, & Support Operations
- Work with field leadership and internal stakeholders to gather business and system requirements for a unified CRM platform, including the ingestion of disparate data sets that capture customer engagement activities, customer milestones, risks, and success plans
- Define business and system requirements for digital customer engagement motions, ensuring alignment with overall customer success strategies and leveraging digital tools and AI automation to enhance customer interactions and outcomes
Business Performance Optimization (who is key business partner in Sales Operations):
- Provide well-documented business requirements to Revenue/Sales Operations to support the metrics center with appropriate data feeds, dashboards & visualization, ongoing data analysis, and customer insights
- Establish and monitor key performance indicators (KPIs) to measure the success of customer success initiatives and drive continuous improvement
- Provide timely, accurate Monthly KPI updates, including time to value, performance of Customer Success covered accounts, customer health score, CSAT, etc.
- Be proactive in analyzing and interpreting data to identify trends, opportunities, and potential bottlenecks, providing actionable insights to leadership
- Support the creation and delivery of content to internal stakeholders and leadership in the form of MBR, QBR, and ad-hoc data analysis
- Program management of customer advocacy programs and ensure the voice of the customer is elevated to the appropriate internal organizations
- Collaborate with relevant teams to ensure effective compensation planning, aligning incentives with customer success objectives and organizational goals
Education and Qualifications:
- Experience: Minimum of 10 years of experience leading business and technical program teams within customer success, program management, or a related field, with a demonstrated ability to drive successful customer outcomes
- Technical Leadership: Proven experience in guiding cross-functional technical teams, coordinating the integration of digital tools, AI automation, and data platforms
- Digital Proficiency: Understanding of digital customer engagement strategies, with hands-on experience implementing and optimizing technology solutions
- Leadership Skills: Strong leadership qualities with the ability to mentor, motivate, and foster collaboration within multidisciplinary teams
- Analytical Skills: Advanced analytical and problem-solving abilities, leveraging data and technology to inform strategic decisions and continuous improvement
- Communication: Exceptional communication and interpersonal skills, adept at translating concepts for diverse stakeholders and building consensus across teams
- Education: Bachelor’s degree in Computer Science, Engineering, Business, or a related field - or commensurate experience; an advanced degree (MBA, MS, or equivalent) is preferred
Compensation:
The target salary range for this position is 165,750 - 247,500 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.
Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
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Equal Opportunity Employer*
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.
State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.
Reasonable accommodation
If you are an applicant with a physical or mental disability requiring an accommodation, or you require a religious accommodation for any part of our application process, please email careers@netapp.com. Each request for reasonable accommodation will be considered on a case-by-case basis, consistent with applicable laws and regulations. Please note, this email address is only for accommodation requests; we do not accept unsolicited resumes.
Data privacy
We care about your privacy and, therefore, ask that you read our Candidate Privacy Notice before you submit any personal information to us.
NetApp does not carry out any solely automated decision making (i.e. the process of making a decision by automated means without any human involvement) in determining your suitability or eligibility for specific roles.
However, the processing of your personal information is carried out with the aid of manual and automated tools. In particular, NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and/or rank internal employees seeking promotion or other internal mobility. However, our talent acquisition team or our recruiters will ultimately select the candidates for further consideration, following human review of any automated evaluation results and associated underlying documentation (or lack thereof) submitted with the candidates’ application.
An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.
Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website or to our careers@netapp.com email address as outlined above. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.