Director Customer Success

Commvault Systems, Inc.

Job Overview

Location

Fort Lauderdale, Florida, United States of America; New Jersey, United States of America

Job Type

Full-time

Full Job Description

📋 Description

• As Director of Customer Success at Commvault, you will lead the regional Customer Success organization, building and managing a team of leaders and individual contributors responsible for the end-to-end customer journey—from onboarding through renewals—to drive customer outcomes, retention, expansion, and overall business value realization.
• You will serve as the primary regional leader accountable for customer health, sentiment (NPS/CSAT), gross and net retention rates (GRR/NRR), paid success attach and growth, and ensuring alignment across Sales, Support, Professional Services, and Product teams to deliver consistent, value-driven customer experiences.
• Commvault is a global leader in cyber resilience, trusted by over 100,000 organizations for its AI-powered data protection, security, intelligence, and recovery platform; this role offers the opportunity to shape customer success strategy in a high-growth, innovative environment rooted in transparency, integrity, and respect.
• You will develop deep expertise in enterprise SaaS customer lifecycle management, data-driven forecasting, executive-level stakeholder communication, and leading high-performance teams in a mission-driven culture focused on turning data into a strategic asset for customers.
• Directly manage a team of Customer Success Leaders and Managers using a player-coach model, setting clear expectations for execution, engagement, and performance standards while coaching team members to improve retention, expansion, and customer impact outcomes.
• Own delivery of both paid (contracted) and unpaid (scaled) Customer Success motions, ensuring consistent onboarding, adoption, and renewal engagement models that drive measurable value realization and progression through customer lifecycle stages.
• Lead regional forecasting for paid success and retention (GRR), maintain accurate visibility into customer health and at-risk accounts, and actively participate in forecast calls, business reviews, and revenue discussions to represent Customer Success performance and outlook.
• Drive the attach, renewal, and expansion of paid Customer Success and services offerings by coaching teams to identify, position, and articulate value tied to customer outcomes, and partner closely with Sales to influence deals and renewals that include success services.
• Serve as the primary escalation point for the region, staying engaged in critical accounts and high-risk situations to protect revenue and customer sentiment, while driving improvements in CSAT and NPS through timely issue resolution and cross-functional collaboration with Support, Sales, and Engineering.
• Inspect and enforce performance expectations and KPIs including customer retention (GRR), expansion (NRR), paid success attach and growth, customer sentiment (NPS/CSAT), and adoption and engagement levels; monitor team and individual performance, address gaps, and ensure productivity aligns with capacity and coverage needs.
• Ensure consistent tracking of customer health, adoption, and risk signals across the portfolio, drive proactive engagement to mitigate risks before renewal impact, and reinforce the use of success plans and customer data to guide interactions and demonstrate value in every engagement.
• Enable team execution by equipping members with skills, tools, and knowledge; coach on value-based conversations, renewal positioning, and paid success articulation; reinforce adoption of standard playbooks, engagement models, and best practices to maintain consistency in Customer Success delivery.
• Partner closely with Sales, Support, Professional Services, and Product teams to ensure aligned execution for the customer, participate in forecasting and account reviews, and maintain strong communication and alignment to support customer success, retention, and growth.

🎯 Requirements

• 10+ years of experience in Customer Success, Account Management, or related roles
• 5+ years of experience leading customer-facing teams, including managers and individual contributors
• Strong track record of driving retention (GRR), expansion (NRR), and customer outcomes
• Demonstrated experience presenting to executive leadership teams (internal and customer-facing) with ability to clearly communicate customer health, risks, and value realization
• Experience with forecasting, renewal management, and revenue accountability
• Proven ability to position and sell value-based services or success offerings
• Strong experience managing escalations and high-risk customer situations
• Proven ability to lead teams in a high-accountability, execution-focused environment
• Strong communication and collaboration skills across cross-functional teams
• Comfortable using data and metrics to manage performance and forecast outcomes

🏖️ Benefits

• Continuous professional development, product training, and career pathing
• An inclusive company culture with opportunity to join Employee Groups
• Generous benefits supporting health, financial security, and work-life balance
• Employee stock purchase plan (ESPP)

Skills & Technologies

Remote

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Commvault Systems, Inc.

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About Commvault Systems, Inc.

Commvault Systems provides data protection and information management software for enterprises. Its platform unifies backup, recovery, archive, replication, compliance, and analytics across on-premises, cloud, and hybrid environments. Customers use it to safeguard critical workloads, reduce storage costs, and meet regulatory mandates. The company serves financial services, healthcare, government, and other sectors through direct sales and partners worldwide.

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