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Regional Manager, Strategic Customer Success Management

Canada - Toronto (Remote)

Regional Manager, Strategic Customer Success Management

About HashiCorp

HashiCorp is a fast-growing startup that solves development, operations, and security challenges in infrastructure so organizations can focus on mission-critical tasks. We build tools to ease these decisions by presenting solutions that span the gaps. Our tools manage both physical machines and virtual machines, Windows, Linux, SaaS and IaaS, etc.

About the Role

As​ ​a Regional Manager in the Customer Success Management team ​at​ ​HashiCorp,​ ​you​ ​will​ ​work​ ​in​ ​a​ high-performance​ ​team​ ​environment ​delivering​ ​best​ ​in​ ​class​ ​solutions​ ​for​ our ​customers​ ​through the management, support and mentorship of a Customer Success Management team.  Your leadership will guide the team towards engagement, relationship building and program management, while supporting customers in their adoption and attainment of value with HashiCorp products.

The ideal candidate will have a successful background in customer facing roles with a strong background in technology. The candidate will also be extremely organized, an effective time manager, and passionate about helping customers derive value from the HashiCorp product suite.

In this role you can expect to:

  • Be accountable for the success of the customer journey for your region as measured by the health score, gross revenue retention and expansion for each account
  • Be responsible for directing the execution of the Outcome Delivery and Customer Management processes for your region
  • Support and mentor your team to​ ​build​ ​a​ ​holistic​ ​view​ ​of the​ customer ​strategy, ​processes​ ​and​ ​integration​ ​of​ ​HashiCorp​ products
  • Bring the voice of the customer to HashiCorp as you partner with engineering, marketing, and product to deliver best-in-class customer experience for your portfolio
  • Measure, report and analyze account health and sentiment in order to optimize the customer journey continuously through innovative practices focused on driving adoption, retention and expansion
  • Drive alignment with regional counterparts including Sales, Solutions Engineering, Partnerships and Renewals
  • Partner with Sales on up-sell/cross-sell opportunities and renewals
  • Own and manage your team towards key organization metrics 
  • Set team objectives that deliver on our company goals and set individual expectations with team members that reflect priorities outlined by the team objectives
  • Manage and report progress against team objectives to senior management
  • Act as a role-model for HashiCorp principles, and use them to guide management practices across your team
  • Create and improve recommended adoption patterns and use-cases to ease the use of HashiCorp products
  • Help​ ​champion​ ​an​ ​environment​ ​for​ ​ongoing​ ​strategic​ ​customer​ ​success
  • Manage and be responsible for the end-to-end post sales customer lifecycle – including on-boarding, adoption, renewal and expansion
  • Craft seamless on-boarding processes for customers by working cross-functionally with Support, Services and Solutions Engineering teams
  • Recruit, mentor, and inspire a world-class team
  • Set expectations on performance and give feedback as needed
  • Set up training schedules and mentoring opportunities
  • Drive performance standards to ensure team is performing at consistently high levels
  • Gather feedback from other departments, including Sales, Support, Product, and others, to improve the overall customer experience

 

You may be a good fit for our team if you have:

  • 10+ years of Customer Success, Professional Services, Sales Engineering, Customer Support or equivalent experience 
  • At least 5 years of Management experience leading a large team
  • Experience as a regional manager owning a $xxM ARR book of business
  • Expertise in open source and SaaS is a major plus
  • Leadership or managerial experience in leading teams to deliver an exceptional customer experience
  • Leadership or managerial experience in ​major​ ​transformation​ ​efforts​ ​involving​ ​significant​ ​process, organizational and​ ​technology​ ​change
  • Proficiency with ​concepts​ ​and​ ​technologies​ ​used​ ​in​ ​infrastructure, cloud operations, networking and​ ​security
  • Proven ability ​to​ thrive ​in​ ​a​ ​highly​ ​dynamic​ ​​environment​ ​
  • Comfort working remotely and performing well given a high level of independence and autonomy
  • B.S.​ ​degree​ ​in​ ​an​ ​engineering​ ​or​ ​similar​ ​program​ ​from​ ​an​ ​accredited​ ​college​/​​university ​or​ ​equivalent​ ​experience
  • Ability to travel ​nationally ​and​ ​occasionally​ ​globally, as need #LI-MY1

#LI-REMOTE

 

Benefits at HashiCorp

Note: some benefits may differ from one country to another.

Medical, dental & vision

HashiCorp offers your choice of medical plans as well as dental and vision coverage for you and any dependents, including spouses, domestic partners, and children. Coverage begins upon your first day of hire.

Life & disability insurance

HashiCorp provides life insurance coverage in the amount equal to your annual salary at no cost to you. If you would like additional coverage, you have the option to enroll in voluntary life insurance for yourself or your dependents. You will also be covered under our short term and long term disability policies in the event that you are unable to work for an extended period of time due to a health condition.

Flexible spending account (FSA)

You can set aside pretax money to go towards the purchase or payment of approved health care and dependent care expenses. These can include copays, birth control, day care for children or elder adults, acupuncture, and more.

Vacation and Other Leaves

We believe in giving our employees the opportunity to recharge and refresh, and our vacation policy reflects that. Our Paid Vacation Policy offers employees 4 weeks of vacation per year. So, whether you’d like to vacation on a beach or relax at home, it’s up to you! Additionally, we offer 10 days of paid sick leave per year, bereavement leave, miscarriage leave and extended personal leave. We value your health and well-being and empower you to take ownership of your earned and well-deserved time away.

401(k)

Our 401(k) plan provides a variety of investment options to help you fund your retirement. The plan allows you to contribute a designated amount of your pre-taxed income from each paycheck thereby lowering your taxable annual income. The plan also offers employees the opportunity to enroll in Roth, and after-tax contributions.

Family Expansion Benefit

We are dedicated to supporting the needs of our employees and their families in a way that is inclusive of all family structures. That is why we’re proud to offer a Family Expansion Benefit through Carrot designed to support a variety of family expansion methods that range from Adoption to Fertility treatments, and can be customized to the needs and preferences of each individual employee.

Maternity and Parental Leave

To bond with their newborn, we provide birthing parents up to 16 weeks of paid maternity leave via short-term disability and HashiCorp’s parental leave policy. For non-birthing parents (including adoptive) we offer 8 weeks of paid parental leave.

Expanded Mental Health Support

We understand the importance of supporting our employees mental health, and are committed to doing this through a variety of resources. In addition to offering an Employee Assistance Program (EAP), we provide employees access to an on-demand behavioral healthcare benefit through Ginger.