Back to all Customer Success positions

Regional Manager, Customer Success Manager

United States - Bay Area, California (Remote)

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. 

As a HashiCorp Customer Success COBRA (Customer OnBoarding and Rapid Adoption) Program Manager, 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.  You will help build our CTA-driven adoption phase engagement model delivered through Digital, Tech Touch, Community Learning, and CS Assist.  You will lead a team and be responsible for defining, building, and executing a strategy to engage with these customers across both digital and in person engagement models.  You and your team will create and drive a clear customer success strategy that will delight our customers and positively influence customer retention.

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.

Key Responsibilities 

  • Be accountable for the success of the customer journey for your customer portfolio as measured by the health score, gross revenue retention and expansion for each account
  • 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 post onboarding customer lifecycle – including adoption, renewal and expansion
  • 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
  • Build and lead a high impact team that operates with urgency and drives measurable results.
  • Ensure all CS COBRA customers have the opportunity to be Hashicorp advocates and references.
  • Build engagement capabilities that allow Hashicorp to effectively reach and improve engagement with each of these customers based on deep analytics and personalization.
  • Personally lead the team and as needed, build strong relationships with key customers.
  • Continuously test, measure, and improve the process and tactics.

 


You will be successful in this role if you have

  • 8+ years of Customer Success, Professional Services, Sales Engineering, Customer Support or equivalent experience 
  • At least 5 years of Management experience leading a large team
  • 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
  • Ability to: deal with ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels
  • Ability to base decisions on deep data analytics and statistical analyses.
  • Ability to discuss high-level technical concepts with non-technical stakeholders
  • Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapts to change.
  • Thrives by having regular interactions with customers and is proactive in their outreach.
  • Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce)
  • 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-JO1

 

#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.