Job description

Description

Gigamon, recently certified as a Great Place to Work, helps the world’s leading organizations run fast, stay secure and innovate. Gigamon offers a deep observability pipeline that efficiently deliveres network-derived intelligence and insights to cloud, security, and observability tools. This eliminates security blind spots, optimizes network traffic, and reduces tool costs, enabling customers to better secure and manage hybrid cloud infrastructure. Gigamon has been awarded over 150 technology patents and enjoys world-class customer satisfaction with over 4,000 organizations, including over 80 percent of the Fortune 100 and hundreds of governments and educational organizations worldwide.

The VP, Customer Success, will build upon Gigamon’s customer success charter to accelerate onboarding, adoption, and retention across our global customer base. Reporting to the Chief Revenue Officer, this role will develop and implement frameworks to optimize customer outcomes, ensure a value-driven engagement model, and scale customer success operations globally. This leader will foster deep partnerships with internal stakeholders to ensure seamless alignment with sales, product, customer support and technical teams.

What You'll Do

Leadership Impact: Develop and execute strategies to improve the complete customer lifecycle, including customer onboarding, adoption, and satisfaction, optimizing Time-to-Value (TTV). Implement scalable customer success processes as appropriate based upon customer segmentation and strategic accounts. Review and adjust all customer success processes: onboarding, training, management, advocacy, upsell/cross-sell, and supporting renewals. Lead customer success teams to improve NRR growth, retention, and overall account health metrics. Collaborate with technical sales, operations, support and engineering teams to ensure seamless implementation and value realization for clients.
Strategic Impact: Build a customer lifecycle success roadmap emphasizing value-driven use cases and customer outcomes, resulting improved customer health scores and increased expansion and retention results. Act as a champion for customers, ensuring their feedback informs product development, support, and service improvements. Build strong relationships with key accounts, fostering trust and ensuring long-term partnerships.
Metrics: Lead measurable improvements in customer retention (GRR, NRR), TTV, and customer satisfaction. Monitor and improve customer onboarding completion rates and expansion success.
Cross-Functional Collaboration: Align customer success efforts with sales, customer support, product management, marketing, and partnerships to ensure consistency and strategic alignment.

What you’ve done:

10+ years' experience successfully leading a distributed Customer Success team, ideally in both software and hardware environments.
Experience working in enterprise technology, ideally in cloud, observability, security or networking. SaaS experience is a plus.
Proven track record of successfully managing a team within established budget parameters, and allocating resources effectively based on internal and external demands
Experience hiring and mentoring high performance teams, including more technical and more strategic resources
Demonstrated ability to work cross functionally to drive better outcomes for customers

Who you are:

Excellent interpersonal skills and empathy for customers
Willingness to work in a results-oriented environment with desire to adjust, improve and create a world class customer success environment where the customer is the center of the process

We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.

Gigamon fosters a business culture dedicated to equitable hiring. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).

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