Manager, Customer Experience

Hungry, Humble, Honest, with Heart

Are you a strategic leader with a passion for enhancing customer experience and a proven track record in building successful teams? If so, you'll be excited to join a dynamic team at Nutanix that is dedicated to transforming customer experience under the guidance of experienced leadership and with the overwhelming support of the CEO.

The Customer Experience team at Nutanix is dedicated to building a robust, technical customer success capability, supporting the company's strategic transition to a subscription model. This team focuses on driving customer adoption, enhancing customer experience and driving customer expansion. The culture within the team emphasizes collaboration, technical capability, and hands-on engagement with customers, all aimed at ensuring that customer needs are prioritized and executed flawlessly.

You will report to the Senior Director of Customer Experience, who leads with a hands-on approach and values open communication and relationship-building within the team. This manager is committed to fostering a diverse and inclusive environment while holding team members accountable for their development. The role is hybrid with an expectation of being in the office 3 times per week along with the team. The team engages with customers virtually with very infrequent in person customer meetings (approximately once/quarter). Travel is expected to be infrequent. We are seeking a Manager in Durham, NC for the Americas.

Your Role

• Lead and manage a team of technical customer success professionals to drive adoption and enhance customer satisfaction and retention.
• Develop strong relationships with key stakeholders, including sales leadership, support, product management and engineering teams.
• Assign team members to customer accounts based on strengths and account needs for optimal success.
• Engage directly with customers to ensure their success and provide support aligned with their goals.
• Drive consistent execution of standardized global CX processes across your cohort, and surface patterns, obstacles, or efficiency gaps—partnering cross-functionally to design and implement scalable solutions that support a high-volume account model.
• Implement a customer success capability that aligns with the company's transition to a subscription model.
• Influence product roadmaps based on customer feedback, ensuring offerings meet market demands.
• Foster a diverse team environment to enhance team dynamics and creativity.
• Establish performance metrics and evaluate team members to drive accountability and professional growth.

What You Will Bring

• 7 to 10 years of experience in customer success or customer experience roles, with 3 to 5 years in a management position.
• Strong leadership and team management skills, including the ability to attract, coach, develop and retain top talent.
• Proven ability to build relationships with sales teams and understand customer accounts.
• Experience influencing product roadmaps based on customer feedback and market needs.
• Technical skills to know and understand Nutanix technology - there will be an expectation to earn the Nutanix technical certifications within the first year.
• Hands-on approach to customer engagement and problem-solving capabilities.
• Commitment to diversity and inclusion in hiring and team composition.
• Experience in a subscription-based SaaS business model strongly preferred.
• Ability to navigate organizational dynamics and foster collaboration across departments.

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.

The pay range for this position at commencement of employment is expected to be between USD $131,200 and USD $262,800 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, the employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.