THE ROLE

As a Customer Success Manager (CSM) at Everpure, you will act as a trusted strategic advisor to our MSP and GSI accounts. Your focus will be on driving value realization and adoption across our as-a-Service subscription portfolio—including Evergreen//One, Evergreen//Flex, and Everpure Cloud. You will bridge technical and business outcomes by collaborating closely with Sales, Engineering, Support, and Executive Leadership to advocate for your accounts and deliver tailored, high-touch experiences. Your primary goal is to maximize customer lifetime value, satisfaction, and retention, directly sustaining Everpure’s industry-leading Net Promoter Score. Beyond portfolio ownership, you will help shape the tools, workflows, and programs that power our scaling global Customer Success organization.

WHAT YOU'LL DO

• Drive Portfolio Onboarding & Value Adoption: Own the post-sales customer lifecycle for an assigned account portfolio, guiding customers through onboarding, deployment, and ongoing capacity planning to ensure maximum return on investment for their Everpure solutions.
• Lead Strategic Business Reviews & Governance: Partner with key customer executives, internal sales leaders, and partners to conduct regular business reviews, aligning technical roadmaps with long-term business goals to ensure high retention and expansion opportunity identification.
• Monitor Consumption & Health Signals: Continuously analyze customer hardware utilization, usage metrics, and overall health data to proactively deliver optimization recommendations, mitigate risks, and prevent churn.
• Advocate Cross-Functionally for Issue Resolution: Serve as the central point of contact and customer advocate, mobilizing cross-functional teams like Engineering, Support, and Product Management to swiftly resolve escalations and influence feature roadmaps.

WHAT YOU BRING

• Customer Success & Engagement Expertise: 5 years minimum demonstrated experience owning a portfolio of large, complex accounts within a fast-paced enterprise IT or subscription-based environment, with a track record of driving customer retention, adoption, and satisfaction.
• Strategic Communication & Executive Presence: Exceptional capability to translate complex technical concepts into business outcomes, comfortably presenting and leading strategic discussions with cross-functional stakeholders and executive leadership.
• Cross-Functional Collaboration & Project Management: Strong organizational agility and problem-solving skills to manage multiple priorities simultaneously while aligning Sales, Support, and Product teams toward joint customer goals.
• Data Center & As-a-Service Acumen: Deep understanding of enterprise data center technologies, storage architecture, and subscription/consumption models.
• Managed Service Provider Experience: Understanding of the operational motions of an MSP and how STaaS is monetized within an MSP is highly desirable.

Location: We are primarily an in-office environment and therefore, you will be expected to work from the Raleigh, Santa Clara, or Lehi office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.

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