Technical Customer Success Manager

Summary

Join Druva's Global Customer Services team as a key contributor to the success of our Managed Service Provider (MSP) customers. You will collaborate with the MSP team to ensure seamless onboarding, activation, development, and expansion of their experiences. Leveraging your strong relationship-building skills, product knowledge, and project management expertise, you will maintain a deep understanding of Druva's solutions and present relevant features to MSPs. Meeting and exceeding net retention goals is crucial, requiring you to track, analyze, and communicate key metrics. This cross-functional role involves close collaboration with various teams to address MSP requirements and market needs. You will provide technical support, manage account plans, and identify/mitigate risks. The role requires strong communication, organizational, and analytical skills, along with experience in customer success, account management, or technical support within the MSP environment.

Requirements

• Bachelor’s degree, MBA or equivalent experience
• 5+ years of experience in a Customer Success/Account Management/Technical Support role servicing strategic accounts
• Experience working in or with Managed Service Providers
• Understanding of data centres and backup/restore/DR industry
• Knowledge understanding on Cloud Infrastructure workloads including - VMWare, Nutanix, File Servers, NAS, SQL Azure and AWS Architecture
• Proven track record of meeting and exceeding targets
• Understanding of Enterprise SaaS business motions and customer lifecycle
• Proven ability to develop working relationships at all levels of management, both inside your company and within your customer accounts
• Experience with project management, account portfolio planning and prioritisation
• Strong collaboration skills to work with multiple internal stakeholders
• Ability to prioritise, multi-task, and perform effectively under pressure
• Excellent written and spoken communication skills
• Possess top-notch organisational and analytical skills, especially with Salesforce/GainSight/ Power BI knowledge
• Track record of successful planning and execution of Executive Business Reviews

Responsibilities

• Collaborate with the MSP Team to ensure the success of Druva’s Managed Service Provider customers enablement, activation, development and expansion experiences
• Maintain a deep understanding of our solutions and present to our MSPs about the most relevant features/functionality for their tenants specific business needs
• Meet and exceed the goal for net retention (both retention and expansion)
• Track, analyse and communicate key metrics and business trends (such as onboarding, activation, development and expansion) as they relate to the global Customer Success strategy
• Work closely with MSP Team, Product, Customer Support and other teams to close the feedback loop on MSP requirements and market needs
• Support onboarding, activation, and ongoing technical support under guidance of the MSP Expand Team
• Ensure seamless integration through service handover, reporting validation, and migration assistance
• Attend bi-weekly partnership cadence calls and regular business reviews to optimize MSP performance
• Oversee incident management, escalation handling, and service operations
• Support technical consultancy, renewal negotiations, and billing operations
• Ensure MSP partners receive ongoing assistance to maximise customer satisfaction
• Work with the wider MSP team to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion
• Provide Technical TCSM Assistance, Qualification, Platform Compatibility, Demo Support
• Develop and maintain long-term relationships with stakeholders in your account portfolio
• Identify and mitigate risk in MSP accounts
• Work cross-functionally with Product, Support, Marketing and other teams to resolve MSP business issues and work towards their stated goals
• Manage MSP feedback and product needs by providing feature requests to internal partner teams
• Plan on occasional travel