Digital Success Manager

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About Commvault

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.

Job Title: Digital Success Manager

The Opportunity:

The Scaled Success Manager is responsible for driving customer outcomes at scale through digital touchpoints, data-driven insights, and proactive engagement. This role focuses on managing a large portfolio of customers by leveraging tools like Gainsight, automated workflows, email journeys, and campaign-based outreach. The Scaled Success Manager ensures that customers onboard successfully, adopt best practices, expand product usage, and minimize churn—all through repeatable, scalable, and automation-enhanced interactions. This role collaborates closely with strategy, product, and operations teams to enhance digital success motions and personalize customer experiences efficiently.

What you’ll do…

• Customer Query & CTA Management

• Manage the shared customer success mailbox and respond to customer queries with clarity and consistency.

• Work on CTAs (Calls to Action) in Gainsight based on the customer’s lifecycle stage, documenting all actions appropriately.

• Complete risk-related CTAs by identifying issues early and executing necessary corrective steps.

• Digital Customer Journey Execution

• Drive scalable onboarding, adoption, and expansion through Gainsight, email journeys, and structured digital campaigns.

• Execute touchpoints defined in the Digital Success Customer Journey workflows, ensuring timely communication and follow-ups.

• Run targeted customer campaigns based on adoption metrics, churn risk, or expansion potential.

• Customer Insights & Reporting

• Analyze Gainsight dashboards to identify data gaps, churn risks, expansion opportunities, and adoption gaps

• Look out for avenues to drive actions at scale rather than thinking it as 1:1 approach

• Content & Communication Optimization

• Provide feedback on email sequences and digital workflows to increase engagement and personalization.

• Help strategy team to improve automation logic, customer education materials, and community content wherever you identify the gap ( if any)

• Identify data issues impacting personalization and help drive corrections.

• Cross-Functional Escalation & Collaboration

• Escalate internal issues promptly, including incorrect contact assignments or unresponsive accounts.

• Partner cross-functionally to remove blockers, improve customer experience, and ensure timely problem resolution.

• Who You Are (Job Requirements)

• Experience Requirements

• 3+ years in Customer Success, Account Management having understanding of post sales customer life cycle

• Experience driving configuration, demo, onboarding, adoption, escalation management and outcome-based engagements.

• Able to map business requirements to product features and drive value conversations

• Prior experience working in pooled model is a plus

• Prior experience with Gainsight or similar customer success platforms

• Experience or prior work on using AI for scale is a plus

• Technical & Domain Knowledge

• Understanding of data center and cloud technologies, including networking, storage, compute, virtualization, databases, and BaaS solutions.

• Technical certifications or relevant educational background in data management, SaaS, cloud computing, or similar fields are beneficial.

• Collaboration & Communication

• Excellent communication skills and ability to articulate technical and business concepts clearly.

• Able to collaborate with cross-functional teams and provide structured, actionable feedback.

• Skills & Competencies

• Strong passion for customer experience and delivering results at scale.

• Ability to work independently in a dynamic SaaS environment and manage ambiguity confidently.

• Skilled in using dashboards, automations, and data-driven insights for decision-making.

You’ll love working here because...

• Employee stock purchase plan (ESPP)

• Continuous professional development, product training, and career pathing

• Annual health check-ups, Car lease Program, and Tuition Reimbursement

• An inclusive company culture, an opportunity to join our Community Guilds

• Personal accident cover and Term life cover

Ready to #makeyourmark at Commvault? Apply now!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation

Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.

Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email [email protected] For any inquiries not related to an accommodation please reach out to [email protected].

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