Customer Success and Support

Customer Success Product Interlock Leader

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Role:

Splunk is looking for a Manager of Customer Success Product Interlock to join our passionate, fun and innovative Customer Success organization and influence the next generation product roadmap!

In this role you will identify product opportunities that optimize efficiency across Customer Success teams, drive superior customer experiences and impact retention and expansion. You will work directly with Product Management to champion for Customer Success and influence the strategy, roadmap, and execution of these opportunities.

As the owner of the CS Product Interlock program, you will work closely with leaders across Customer Success (Professional Services, Customer Success Management, Renewals, Support and Education) and Product Management to set Customer Success’s priorities and enable outcomes.

Responsibilities:

  • Work with stakeholders across CS to analyze their needs and assess value, develop use cases, and prioritize product requests and themes that maximizes improvements in Customer Experience and/or Customer Success productivity
  • Be a strategic advisor to Customer Success functional leaders on how to identify product opportunities that help them achieve their strategic goals
  • Be passionate about analyzing data to quantify the value & impact of product opportunities. Build value cases to outline the business opportunity, rationale, and drive prioritization of top Customer Success product requests
  • Engage directly with business and technical experts between organizations to define the product feature/enhancement and detailed requirements
  • Partner with Product Management teams to champion for Customer Success’s product opportunities and influence both the short-term and long-term product roadmap
  • Drive CS Product operational cadence(s) to drive accountability and visibility into all committed CS product features & enhancements
  • Communicate effectively with internal and external partners at every level and influence prioritization of product enhancements critical to enabling great customer experiences and CS productivity.

Requirements:

  • 5+ years experience as a leader working directly with Product teams in a customer-facing organization of a B2B software company
  • Experience working directly with log analytics, big data, data lake, monitoring, and business analytics companies a plus
  • Strong analytical and financial skills to work on evaluating sophisticated business opportunities
  • Extensive industry experience in SaaS or cloud infrastructure products with good understanding of a range of Cloud (SaaS and IaaS) solutions.
  • Proven ability to analyze business data and needs and translate that information into technical product requirements
  • Must be self-directed, able to work independently, as well as work in a fast paced team-oriented environment
  • Outstanding communication skills, both verbal and written
  • Demonstrated ability to motivate and influence across functions

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

 
Splunk's Hiring Practices
Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.

Individuals seeking employment at Splunk are considered without regards to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement.

Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision. 
 
For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

To check on your application click here.
 
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