Lead Customer Success Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Customer Success Specialist based in United States.

This role serves as a trusted technical advisor for a portfolio of strategic Enterprise and Commercial customers. You will guide customers through activation, adoption, optimization, expansion, and renewal while connecting technical priorities to measurable business outcomes. The position combines deep expertise in data protection and recovery with consultative customer management and executive-level communication. You will assess resilience, identify risks and opportunities, and develop tailored success plans that strengthen customer readiness and long-term value. Working closely with Sales, Customer Success, and technical teams, you will influence customer strategy and help remove barriers to success. This is a high-touch role suited to an organized, collaborative professional who can operate confidently across complex technical and business environments.

Accountabilities:

• Own the technical customer relationship for a portfolio of strategic Enterprise and Commercial Named accounts, serving as a trusted advisor throughout activation, adoption, optimization, expansion, and renewal.
• Build and continuously advance tailored Customer Success Plans that connect customer business objectives, technical priorities, desired outcomes, and measurable success criteria.
• Guide customers through adoption and optimization activities, helping them maximize value from data protection, recovery, cyber resilience, cloud, and related technologies.
• Conduct customer health assessments, architecture reviews, protection strategy evaluations, and adoption planning to identify risks, opportunities, and areas for improvement.
• Assess recovery readiness and facilitate resilience reviews, recovery simulations, and best-practice discussions that strengthen customer confidence and preparedness.
• Monitor customer health signals, adoption trends, and engagement indicators to proactively identify risks, develop mitigation plans, and support strong retention outcomes.
• Partner with Sales and Customer Success leadership to identify expansion opportunities based on customer outcomes, product adoption, and demonstrated business value.
• Prepare and deliver executive-ready business reviews, resilience reports, and success updates for technical and senior stakeholders, including Director, VP, CISO, and CIO audiences.
• Coordinate across internal technical and business teams to remove blockers, accelerate customer outcomes, and maintain a consistent high-quality customer experience.
• Provide strategic guidance on data protection, recovery, cyber resilience, cloud adoption, operational efficiency, and portfolio optimization.
• Maintain a high-touch engagement model for a limited portfolio of high-value customers, typically representing accounts with more than $200,000 in annual recurring revenue.
• Own the technical success plan and adoption roadmap while providing customer outcome validation and risk assessments that support renewal and expansion strategies.

Requirements:

• 5+ years of experience in customer-facing technical roles such as Customer Success Engineering, Technical Account Management, Solutions Engineering, Consulting, Professional Services, or similar positions focused on data protection and recovery technologies.
• Strong technical knowledge across backup and recovery, virtualization, operating systems, storage, cloud platforms, cybersecurity, and automation technologies.
• Demonstrated experience designing and validating protection strategies, recovery preparedness programs, modernization initiatives, or migration projects.
• Proven ability to translate customer business objectives into technical roadmaps, adoption strategies, success plans, and measurable outcomes.
• Strong executive communication and presentation skills, with experience explaining technical, operational, resilience, and risk-based recommendations to senior stakeholders.
• Demonstrated ability to manage multiple strategic customer relationships while maintaining a strong focus on measurable adoption, retention, and business outcomes.
• A consultative mindset with the ability to adapt engagement strategies to different customer priorities, technical environments, business challenges, and levels of maturity.
• Excellent collaboration, communication, stakeholder management, and consultative problem-solving skills.
• Experience conducting technical assessments, customer health reviews, architecture discussions, and executive business reviews.
• VMCE certification is required or must be obtained within an agreed-upon timeframe following hire.
• Advanced knowledge of data resilience, backup, recovery, cyber resilience, cloud data protection, or related technologies is preferred.
• Relevant cloud, security, infrastructure, or enterprise technology certifications are advantageous, including AWS, Azure, CISSP, CCSP, Security+, VMware, Red Hat, Microsoft, or Cisco certifications.
• Experience with enterprise-scale environments, ransomware recovery, disaster recovery, information security frameworks, cloud modernization, or infrastructure transformation is a plus.

Benefits:

• Total target compensation of $175,300-$325,600 USD for Zone 1 locations, $160,800-$298,500 USD for Zone 2, $146,100-$271,400 USD for Zone 3, and $127,200-$236,100 USD for Zone 4, inclusive of base pay and performance-based bonus.
• Unlimited paid time off and 12 paid holidays, including four global self-care days and 24 paid volunteer hours annually.
• Paid parental leave of 8 weeks for all parents and 16 weeks for birthing parents.
• Medical, dental, and vision coverage beginning on the first day of employment.
• Mental health support, therapy sessions, and digital wellness resources through an Employee Assistance Program.
• 401(k) retirement plan with company matching contributions.
• Fertility, adoption, and surrogacy support through Maven, along with paid volunteer time.
• 24/7 virtual veterinary care at no cost through AirVet.
• Legal services, identity protection, and supplemental health insurance options.
• Tax-advantaged spending accounts for healthcare, dependent care, and commuting.
• Access to professional development through LinkedIn Learning, O’Reilly, mentoring, workshops, and learning events such as an annual Global Day of Learning.
• Opportunity to work with strategic Enterprise customers on complex data resilience, cybersecurity, cloud, and recovery challenges.
• U.S.-based opportunity with a high-touch customer portfolio and significant collaboration across Sales, Customer Success, and technical teams.