Technical Customer Success Manager - MSP

Druva enables cyber, data and operational resilience for every organisation with the Data Resiliency Cloud, the industry’s first and only at scale SaaS solution. Customers can radically simplify data protection, streamline data governance, and gain data visibility and insights as they accelerate cloud adoption. Druva pioneered a SaaS-based approach to eliminate complex infrastructure and related management costs, and deliver data resilience via a single platform spanning multiple geographies and clouds. Druva is trusted by thousands of enterprises, including 60 of Fortune 500, to make data more resilient and accelerate their journey to the cloud. Visit druva.com and follow us on LinkedIn, X and Facebook

The Role & The Team:

Customer Success Managers, Technical Support Agents, Professional Services Consultants, and Customer Operations - all working together as part of our Global Customer Services team to help our customers adopt Druva and create the most reliable data protection service in the world.

The GCS team at Druva helps customers solve real, technical problems while retaining and expanding the revenue streams that help the company invest in the future of our cloud-based services for companies around the world.

We believe that putting our people first, and fostering a creative, exciting, and stimulating environment is a prerequisite to achieving and surpassing our commercial goals. 

What You Will Do:

You will be responsible for collaborating with the MSP Team to ensure the success of Druva’s Managed Service Provider customers enablement, activation, development and expansion experiences. You will bring strong relationship-building experience, product knowledge, project management and organisational skills, as well as a high degree of empathy to ensure the customer’s satisfaction with Druva’s services.

You will maintain a deep understanding of our solutions and present to our MSPs about the most relevant features/functionality for their tenants specific business needs. You'll be expected to meet and exceed the goal for net retention (both retention and expansion). You'll do this while tracking, analysing and communicating key metrics and business trends (such as onboarding, activation, development and expansion) as they relate to the global Customer Success strategy. This is a cross functional role, working closely with MSP Team, Product, Customer Support and other teams to close the feedback loop on MSP requirements and market needs.

Additional responsibilities will include:

• Support onboarding, activation, and ongoing technical support under guidance of the MSP Expand Team
• Ensures seamless integration through service handover, reporting validation, and migration assistance.
• Attend bi-weekly partnership cadence calls and regular business reviews to optimize MSP performance.

• Oversees incident management, escalation handling, and service operations.
• Supports technical consultancy, renewal negotiations, and billing operations.
• Ensures 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 

What We Are Looking For:

• Bachelor’s degree, MBA or equivalent experience strongly preferred
• 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