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DruvaCustomer Success Manager
Druva is seeking a Customer Success Manager to join the Global Customer Services team. In this role, you will support core Mid-market and SMB clients by…
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About This Role
Druva is seeking a Customer Success Manager to join the Global Customer Services team. In this role, you will support core Mid-market and SMB clients by ensuring satisfaction, retention, and growth across your account portfolio. Druva builds cloud-native data security and cyber resilience solutions, serving as a recognized leader in SaaS data protection, backup platforms, and cyber-recovery. This position requires strong organization, product knowledge, and project management capabilities. You will…
Job Description
Druva is seeking a Customer Success Manager to join the Global Customer Services team. In this role, you will support core Mid-market and SMB clients by ensuring satisfaction, retention, and growth across your account portfolio. Druva builds cloud-native data security and cyber resilience solutions, serving as a recognized leader in SaaS data protection, backup platforms, and cyber-recovery.
This position requires strong organization, product knowledge, and project management capabilities. You will act as the internal voice of the customer, conduct technical reviews of client infrastructure, and lead the proactive customer lifecycle to drive renewals and expansion. Working cross-functionally with internal departments such as Product, Professional Services, and Customer Support, you will address business needs, resolve issues, and communicate key metrics and trends aligned with the global Customer Success strategy.
Responsibilities
- Represent the voice of the customer internally
- Conduct technical reviews of customer infrastructure and provide optimization recommendations
- Collaborate with account teams to plan and execute long-term account strategies for retention and growth
- Manage the proactive customer lifecycle to achieve high rates of renewal and growth
- Build and maintain long-term relationships with stakeholders across account portfolios
- Identify and mitigate account risks
- Work cross-functionally with Professional Services, Product, Support, and Marketing to resolve business issues and reach client goals
- Manage customer feedback and submit feature requests to internal teams
Requirements
- Demonstrated history of meeting and exceeding targets
- Familiarity with Enterprise SaaS business motions and the customer lifecycle
- Ability to build working relationships at all management levels internally and externally
- Experience in sales, project management, account portfolio planning, and prioritization
- Capacity to prioritize, multi-task, and perform effectively under pressure
- Strong written and verbal communication skills
- Organizational and analytical skills, including knowledge of Salesforce and Gainsight
- Knowledge of Virtualization and Cloud computing technologies such as Hypervisors, VMware, and Xen
- Experience planning and executing Executive Business Reviews
- Background in migrations between on-premise and cloud platforms
- System administration experience with Linux variants, Microsoft Office, Microsoft 365, and Google Workspaces
Qualifications
- Bachelor's degree
- Minimum of four years of experience in a Customer Success or Account Management role serving enterprise accounts
- Experience generating expansion opportunities and securing client references
Core Skills
Frequently Asked Questions
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What is the employment type for this role?
The posting specifies that this is a full-time position.
What are the shift timings for this position?
The scheduled shift timing is from 5pm or 6pm to 2am or 3am IST.
What is the remote work policy?
The posting does not specify whether the role is remote, hybrid, or on-site.
What salary is offered for this role?
The salary is not stated in the job posting.
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