Riverbed Technology

Customer Success Manager

Riverbed Technology

full-time

Posted on:

Location Type: Remote

Location: Florida • Maryland • United States

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About the role

  • The Customer Success Manager (CSM) drives measurable customer outcomes through disciplined program management of Success Plan and Get Well Plan execution.
  • The CSM ensures customers realize verified value from the solutions they have purchased by orchestrating cross-functional resources, proactively identifying risks, escalating when necessary, and maintaining accountability to defined outcome objectives.
  • This role serves as the central point of coordination, governance, and momentum to ensure customer success is intentional, measurable, and achieved.

Requirements

  • Program Management Discipline – Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
  • Outcome Orientation – Focuses on customer business results and verified value realization
  • Executive Presence – Communicates effectively with senior stakeholders and leads executive reviews with credibility
  • Risk Detection and Mitigation – Identifies early warning signals and builds structured recovery plans
  • Cross-Functional Leadership – Mobilizes internal resources without formal authority
  • Stakeholder Mapping and Alignment – Confirms proper decision-makers and multi-level engagement
  • Escalation Judgment – Escalates appropriately with structured context and solutions
  • Analytical and Commercial Acumen – Connects SaaS metrics and value realization to renewal and growth
  • Accountability and Follow-Through – Drives closure of commitments with execution rigor
  • Resilience and Composure – Maintains leadership presence during risk and pressure situations
  • Technical Troubleshooting Acumen – Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives
Benefits
  • Flexible workplace policies
  • Employee resource groups
  • Learning and development resources
  • Career progression pathways
  • Community engagement initiatives
  • Global employee wellness programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Program ManagementSaaS MetricsTechnical TroubleshootingOutcome MeasurementRisk MitigationStructured Recovery PlansCustomer Value RealizationMilestone PlanningAnalytical AcumenCommercial Acumen
Soft Skills
Executive PresenceCross-Functional LeadershipStakeholder MappingEscalation JudgmentAccountabilityResilienceComposureCommunicationLeadershipFollow-Through