Lifecycle Account Manager

About The Role

The Lifecycle Account Manager (LAM) is a strategic, revenue-aligned post-sales role sitting within the Lifecycle Revenue Organization. Partnering closely with Account Executives (AEs) and Sales Engineers (SEs), the LAM owns telemetry-driven account oversight, business value realization, and capacity activation across a dedicated portfolio of customer accounts.

This is a commercially accountable role: success is measured not by satisfaction scores alone, but by hard consumption and revenue outcomes — utilization, retention, and expansion.

Core Objectives

• Drive Capacity & Adoption — Eliminate idle or "dark" capacity by driving use-case adoption and workload expansion.
• Protect Retention (GRR) — Deliver measurable Business Value Outcomes (BVOs) that secure renewals and protect Gross Revenue Retention.
• Expand Revenue (NRR) — Accelerate Net Revenue Retention by transitioning customers onto continuous platform subscription models (e.g., Evergreen//One, EDC, Portworx).

Key Responsibilities

• Proactive Oversight — Analyze Pure1 telemetry to identify accounts with stagnant capacity utilization.
• Early Risk Triage — Lead intervention for target account cohorts from T-180 through T-12 to preemptively mitigate churn and down-sell risk.
• Account Intelligence — Synthesize input across CS, PS, AE, and SE teams to assess stakeholder sentiment, account history, and overall engagement health.
• Value Mapping — Facilitate post-sale Business Value Outcome (BVO) workshops to align client goals with unallocated capacity.
• Impact Tracking — Establish baseline metrics (B₀) and run regular check-ins to demonstrate performance, efficiency, and ROI against original sales promises.
• Strategic Roadmapping — Partner with account teams to deliver EDC Blueprint workshops and actionable adoption roadmaps.
• Activation Playbooks — Execute structured Capacity Activation playbooks to guide clients in migrating secondary workloads into idle headroom.
• Professional Services Alignment — Collaborate with Advanced Services to scope and position projects that ensure seamless migration.
• Pipeline Generation — Leverage hardware utilization insights to surface expansion opportunities and deliver qualified leads to AEs.
• Subscription Migration — Partner with AEs to convert CapEx hardware refresh cycles into predictable subscription ARR.
• Strategic Collaboration — Work in lockstep with AEs (commercial lead) and SEs (technical lead), while maintaining clear operational boundaries with CS (satisfaction) and Product teams.

Required Experience & Qualifications

• Professional Experience: 5–8+ years in Customer Success Management, Value Engineering, Technical Account Management, or Commercial Account Management within enterprise SaaS, IT infrastructure, or cloud environments.
• Scale: Track record leading demanding accounts with $10M+ revenue, building relationships from C-level executives down to directors, managers, and practitioners.
• Domain Knowledge: Strong grasp of cloud-consumption economics (ARR, NRR, GRR, CapEx-to-OpEx transitions), with familiarity in enterprise storage, data management, or infrastructure technologies.
• Commercial & Strategic Acumen: Proven ability to identify expansion opportunities, defend renewals, and drive value-realization motions.
• Data-Driven & Analytical: Comfortable using product telemetry, analytics tools, and CRM systems to spot risk and uncover expansion signals.
• Communication & Facilitation: Executive presence, with demonstrated ability to lead customer workshops, present value reports to C-level stakeholders, and manage cross-functional sales/SE teams.

Core Capabilities & Competencies

• Value Realization Expertise — Translates complex technical metrics into quantifiable business value outcomes for customer executives.
• Proactive Risk Triage — Reads telemetry signals, anticipates renewal friction, and intervenes early.
• Cross-Functional Orchestration — Drives alignment across AE, SE, Professional Services, and Customer Success stakeholders.
• Adoption Playbook Execution — Designs, refines, and executes structured playbooks to accelerate workload adoption and capacity burn-down.

This role is in-person in our Santa Clara, CA office.