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Customer Success Manager

2 months ago

Canberra, ACT, Australia Splunk Full time

About the Role:

Splunk is seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for leading important and innovative customer engagements to achieve high-value outcomes.

Key Responsibilities:

  • Lead customer engagements to achieve high-value outcomes.
  • Understand customer priorities and decision-making processes to foster successful relationships and growth.
  • Align Splunk's resources with customer goals, anticipating needs and addressing risks.
  • Build positive relationships with key customer collaborators, including senior leadership and product owners.
  • Guide customers through standard methodologies, optimizing for success and minimizing risks during implementation and onboarding.
  • Partner with sales reps, technical account managers, and client architects to craft onboarding plans for our biggest and most important customers.
  • Collaborate with customer leaders to develop customer success plans and Splunk road-map for effective onboarding and value realization of all their products and services.
  • Explain the benefits of Splunk's products and solutions to improve existing cases and develop new ones to grow Splunk's customer base.
  • Act as a customer advocate, ensuring we provide the best experience across all products, services, and partners.
  • Prepare and present quarterly business reviews to executives.
  • Take full responsibility for customer life cycle.

Requirements:

  • Based in Sydney, Australia.
  • Experienced SaaS-focused with expertise in delivering tech outcomes.
  • Experienced working at the Executive (C-Suite) level, both on the customer and vendor sides, to secure engagement and dedication.
  • Background in Cybersecurity, IT Operations, or Observability.
  • Not necessarily a technical seller, but able to connect Splunk's value to customer needs and explain benefits across Security, IT Ops, Dev Ops, and Observability to decision-makers.
  • Uses a programmatic approach to set clear outcomes for the customer, build milestone-based plans, and engage both Splunk and customer ecosystems with defined accountabilities and results.
  • Collaboration and presentation skills.
  • Self-motivated with experience in leading programs and understanding how technology drives customer business.
  • Organized and analytical, capable of overcoming onboarding obstacles with adaptive approaches.
  • Comfortable working in a dynamic tech organization with large customers who push technology through scale or new, critical use-cases.
  • Inspiring leader, guiding customers to next steps and recognizing opportunities to involve other roles for deeper business and technical conversations.
  • Growth mindset, using deep account access to identify additional opportunities, new use-cases, and keeping the sales ecosystem engaged for future opportunities based on excellent execution and outcomes at each step.

Preferred Qualifications:

  • 12 years of validated experience in software, subscription services and IT/Security organizations preferably with leadership experience.
  • Experience using Splunk or adjacent technologies in a large enterprise environment preferred.
  • Experience leading teams a plus.
  • Management consulting experience a plus.
  • Strong interpersonal skills, both written and oral, and an effective communicator of ideas to all levels of the business.
  • Travel to visit customers in the region is required.
  • Eager to learn, grow, and contribute to our expanding, dynamic team.
  • Bachelor's degree or experience in a related field or substantial relevant on-the-job experience.