Cohesity
Senior Director, Customer Success
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LET’S DISRUPT THE MODERN WORLD OF DATA MANAGEMENT & SECURITY TOGETHER
This leadership role oversees and expands the EMEA Customer Success (CS) organization, ensuring our customers achieve meaningful outcomes, accelerating adoption and growth of our technology, and delivering strategic insights that elevate our product value. It’s a unique opportunity to make a significant impact on Cohesity’s customers.
This is a high impact role requiring deep knowledge of our technology and use cases, strong leadership capabilities and an experienced leader to build, lead, and scale our Enterprise Customer Success organization. You'll oversee a multi-country team of Customer Success Senior Managers and Managers, who lead teams of Technical Account Managers (TAMs), responsible for driving retention, adoption, and expansion across our largest and most strategic customers in the region.
As a member of the global Customer Success Senior leadership team, you'll shape how Cohesity engages and retains enterprise customers across EMEA's diverse markets, strengthen executive relationships, and scale customer outcomes in partnership with Product, Engineering, Sales, and Renewals. Success in this role means transform and position CS as a growth engine - proactive, outcome-driven advisory, with Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) as the shared scoreboard.
You'll need deep knowledge of Cohesity's technology and use cases, strong multi-geography leadership capability, fluency in industry-standard Customer Success methodology, and the strategic and analytical range to operate from the account team level up to the boardroom. The role will report directly to the global VP of Customer Success.
HOW YOU’LL SPEND YOUR TIME HERE
Customer Value & Cross-Functional Partnership
- Ensure customers realize measurable, ongoing value from Cohesity's platform, business outcomes, cost efficiency, performance, and operational resilience, guiding them through adoption, optimization, and scaling in production environments.
- Act as the strategic advisor and senior technical escalation point for the region's most strategic accounts, building deep, trust-based relationships with technical and operational stakeholders.
- Proactively surface risk, underutilized capability, and expansion opportunity, and partner with Account Managers, Support, Product, and Engineering to act on it, close the loop, and shape the roadmap.
- Define and track the KPIs that matter (adoption, value realization, customer health, and satisfaction) and represent the voice of the customer across the organization.
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Strategy & Team Leadership
- Own the Technical Account Management strategy across EMEA, defining the engagement models, success metrics, and playbooks that drive long-term technical and customer outcomes at scale.
- Build, lead, and scale a multi-country team of Technical Account Managers (Senior Managers and Managers), owning hiring, onboarding, enablement, and career development for the function.
- Define the standard for excellent technical account management, then create documentation and processes that ensure consistent execution across geographies.
Operational Rigor
- Implement scalable success planning, executive business reviews, and value realization frameworks tailored to enterprise customers.
- Be AI-forward, use data-driven insights to improve customer health, forecast renewals, and guide proactive engagement.
- Coach and mentor CS leaders to build high-performing teams that deliver measurable outcomes and operate with accountability and ownership.
- Ensure the EMEA CS organization is the customers champion within Cohesity influencing product direction and go-to-market priorities.
- Travel up to 25% to meet with key customers and internal teams.
WE’D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING
- Proven experience building, scaling, and leading Customer Success teams with deep expertise in technical account management.
- Strong expertise in post-sales strategy, best practices, and tooling, including emerging AI-driven capabilities for customer value.
- Successful track record running high-touch, low-touch, and digital-touch CS motions.
- Excellent written and verbal communication; effective with C-level audiences.
- Proficiency in at least one domain: Data Protection, Data Security, Storage, Virtualization, Cloud, or related technologies.
- Strong “quarterbacking” skills - project management, conversation control, ownership, and escalation judgment.
- Demonstrated leadership: talent development, data-driven decision-making, planning, creativity, and inspirational management.
- Executive presence with confidence, assertiveness, and humility.
- High emotional intelligence and strong cross-functional collaboration skills.
- Ability to drive alignment and influence decisions across teams.
- 18+ years of progressive experience in roles such as Solution Architecture, Product Management, CS, TAM, Pre-Sales, Escalation, or Professional Services.
- Ideally, blended experience across post-sales, sales, and consulting.
- Bachelor’s degree in a relevant field (Computer Science preferred) or equivalent experience.
- Proven success in people leadership, coaching, and elevating team performance.
- Strong business operations acumen; hands-on with SFDC, Gainsight, reporting, and dashboards.
- Deep understanding of recurring-revenue value drivers.
- Commitment to continuous learning and improvement.
- Creative, enthusiastic leader who inspires teams.
- Strong influencing skills across all organizational levels.
- Proven success in strategic negotiation and execution.
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Equal Employment Opportunity Employer (EEOE)
Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or recruiting@cohesity.com for assistance.
In-Office Expectations
Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.
We strongly prefer candidates who are currently located in or near the designated job location. Candidates outside the area should apply only if they are committed to relocating prior to their start date and have the legal right to work in the job location.
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