Customer Success Manager, Civilian (R6192)

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Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real-time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe. Learn more at elastic.co.

Our customer base is quickly expanding and so is our Customer Success Group (CSG)! CSG is looking for Customer Success Managers (CSM) who are curious, inventive, and work to be a little better every single day. In our work together we aim to be  humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?

What you will be doing:

CSMs are accountable to customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy. We drive a thriving community of users by enabling and training our customers as well as nurturing our users through their entire journey.

  • Driving Customer Adoption - Inspect customer adoption issues and run specific plans to increase adoption health where required to ensure that all customers are wildly successful with "Elastic" platform
  • Delivering Value-Based Outcomes - Tie adoption health to renewals and ensure value is being delivered so customers can quantify and support their investment
  • Becoming a Trusted Advisor - Establish "trusted advisor" relationships with the management and technical teams on the customer side while working seamlessly with our account team to extend "Elastic" reputation and position as a vendor.
  • Supporting Account Expansion - Partner with Sales with Account Planning to identify expansion opportunities and ensure we realize the expansion sales potential within your portfolio
  • Leading Success Reviews- Build a strategic roadmap for every customer that defines how they should consume and adopt "Elastic" products to meet their desired outcomes

 

What you bring along:

  • 10+ years of experience in Enterprise Customer Success, Presales Engineering,  Architecture or Consulting 
  • Cloud Certified
  • (Elastic Certification a plus!)
  • Expert within Security Portfolio or Big Data
  • Prior experience in a consultant role where your customer’s growth was achieved primarily through continuously delivering value
  • Experience with building customer relationships across organizations from C-level to end-user
  • A strong passion for Elastic and user experience and customer satisfaction
  • Strong listening ability and persuasiveness, appropriate interpersonal styles, and communication skills
  • Detail-oriented, organized, and able to handle and prioritize multiple responsibilities 
Location:

The ideal candidate will be located in Washington D.C.

Compensation for this role is in the form of base salary plus commission.  On-Target Earnings (OTE) are based on a 70/30 pay mix (base salary / target variable).  

The typical starting OTE range for new hires in this role is listed below.  This range represents the lowest to highest OTE we reasonably and in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future.  

An employee's position within the OTE range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.

Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program.  Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.

The typical starting On-Target Earnings (OTE) range for this role is:
$128,000$202,400 USD

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match up to $1500 (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love
  • Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

Please see here for our Privacy Statement.

Under agreements between Endgame Systems and the United States Government, Endgame Systems is only permitted to employ U.S. citizens, including naturalized U.S. citizens. Confirmation of citizenship may be required upon hire.

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