Sr. Customer Success Manager

Your role and responsibilities

HashiCorp, an IBM Company, seeks an experienced Sr. Critical Accounts Program (CAP) Manager passionate about driving operational excellence through advanced escalation expertise and proactive risk mitigation for our clients! In this role, you will support customers by resolving complex issues beyond standard procedures, escalating concerns when necessary, and ensuring they maximize the value of HashiCorp solutions. CAP Managers play a crucial role in mitigating risks and driving positive customer outcomes.

As a Sr. CAP Manager, you will foster collaboration and alignment within the Technical Field Operations (TFO) organization and across cross-functional teams to achieve optimal customer results. Success in this role requires the ability to scale processes effectively, navigate dynamic environments, and demonstrate exceptional interpersonal skills.

Responsibilities:

● Assemble and drive cross-functional teams across multiple time zones to develop and execute structured action plans that resolve critical customer issues, drive de-escalation strategies, and prevent future risks.

● Collaborate with account sales teams to proactively identify, manage, and mitigate customer consumption risks, ensuring long-term success and expansion opportunities.

● Communicate risk status effectively to both internal and external stakeholders, ensuring transparency and alignment.

● Engage executive leadership on high-risk escalations, providing visibility, strategic insight, and resolution strategies.

● Develop a deep understanding of customers' technical environments and strategic initiatives to provide tailored guidance that aligns with business goals.

● Understand, document, and track customer risk factors to provide tailored solutions, guidance, and engagements while maintaining account health scores and escalation status using Gainsight and other internal tools.

● Own risk documentation, status tracking, dashboards, and communication between stakeholders to drive successful remediation of our customers' risk

● Partner with leadership and operational teams to prioritize and implement efficiency improvements.

● Work cross-functionally with Support, Product, and Engineering teams to translate customer risk into feature enhancements that improve product offerings.

● Resolve technical problems and business relationship issues in critical accounts

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

● Experience: +5 years of experience in Technical Account Management (TAM), Customer Success Management (CSM), Program Management, or a related customer-facing technical role.

● Technical Expertise: Technical familiarity with HashiCorp solutions or related technologies in areas such as Infrastructure Automation, Identity Management, or DevOps.

● Communication Skills: Excellent verbal and written communication skills, with the ability to understand the needs of all stakeholders and articulate complex technical issues clearly to diverse audiences.

● Problem-Solving Skills: Demonstrated ability to analyze complex technical and business challenges, develop innovative solutions, and drive resolution in high-pressure situations.

● Collaboration: Experience working cross-functionally with Product Management, Support, Engineering, Professional Services, Technical Success, and Sales to drive customer success and reduce churn.

● Resilience & Adaptability: Proven ability to remain composed in high-stress situations, adapt to change, and work effectively in ambiguous environments.

● Interpersonal & Relationship Management: Strong interpersonal and relationship-building skills, with the ability to navigate diverse personalities, understand varying perspectives, and approach customer challenges with empathy and emotional intelligence.

● Remote Work & Autonomy: Comfortable working in a remote, high-autonomy environment while managing multiple high-priority escalations and coordinating cross-functionally.

Preferred technical and professional experience

● Technical Certifications: Relevant technical certifications (Incident Management Training, Project Management Professional (PMP), SAFe Portfolio Management, ITIL) or similar frameworks are a plus.

● Enterprise Account Experience: Experience managing enterprise-level accounts, navigating complex organizational structures, and driving strategic customer engagements.

● Risk & Escalation Methodologies: Experience applying structured escalation and risk management frameworks in high-stakes customer environments.

● Project Management Methodologies: Proficiency in Agile, Waterfall, Scrum, Kanban, Lean, or hybrid project management approaches to drive efficiency in issue resolution.

● CRM & Case Management Experience: Experience working with customer relationship management (CRM) tools and case management solutions such as Gainsight or Salesforce.

● Education: Bachelor's degree in a technical field (Computer Science, Engineering, Information Technology, IT Risk Management) or equivalent practical experience.

● CAP: Experience as a Critical Accounts Program (CAP) Manager is a plus.

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being

- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs

- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law

- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals

- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you.

Client-provided location(s): Westchester, NY

Job ID: IBM-61337

Employment Type: OTHER

Posted: 2025-09-26T18:48:48