Manager, Customer Experience, Federal – Federal Customer Success

Job Description

Director, Customer Experience (Federal) | Nutanix

The Tone:
This is a full-time, remote role at Nutanix, located in the United States, specifically for the Federal team. The company is undergoing a strategic transition to a subscription model, and this role is crucial for building a robust, technical customer success capability. You will be instrumental in transforming the customer experience, driving customer adoption, and ensuring customer expansion under the guidance of experienced leadership and with strong CEO support. The team culture emphasizes collaboration, technical capability, and direct customer engagement to ensure needs are prioritized and executed flawlessly.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote – USA (Federal)
• Pay: $201000–$342000 yearly
• Team: Customer Experience team, reporting to the Senior Director of Customer Experience.
• Mission: Lead and manage a team of customer success professionals to drive adoption and enhance customer satisfaction and retention.

What You’ll Actually Do
• Lead Customer Success: Lead and manage a team of customer success professionals to drive adoption, enhance customer satisfaction, and ensure retention.
• Build Stakeholder Relationships: Develop strong relationships with key stakeholders, including sales leadership and engineering teams.
• Engage Customers Directly: Engage directly with customers to ensure their success and provide support aligned with their goals.
• Implement Strategy: Implement a customer success capability that aligns with the company’s transition to a subscription model.
• Influence Product Roadmaps: Influence product roadmaps based on customer feedback, ensuring offerings meet market demands.

The Must-Haves
• Background: Bachelor’s degree or equivalent. Career level: Manager, with core domain knowledge in customer success or customer experience roles.
• Experience: 7 to 10 years of experience in customer success or customer experience roles, with 3 to 4 years in a management position. Proven ability to build relationships with sales teams and understand customer accounts; experience influencing product roadmaps based on customer feedback and market needs.
• Skills: Strong leadership and team management skills, including attracting, coaching, developing, and retaining top talent; thought leadership comfortable with running and building a service in parallel; a hands-on approach to customer engagement and problem-solving capabilities; execution excellence with a focus on metrics; ability to navigate organizational dynamics and foster collaboration across departments.
• Bonus: Experience in a subscription-based SaaS business model strongly preferred; US Federal experience strongly desired; commitment to diversity and inclusion in hiring and team composition.