Sr. Customer Success Manager

Riverbed. Empower the Experience

Riverbed, the leader in AIOps for observability, helps organizations optimize their users’ experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and AI-powered observability platform and solutions optimize digital experiences and greatly improve IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere.

Together with our thousands of market-leading customers globally – including 95% of the FORTUNE 100 – we are empowering next-generation digital experiences. Learn more at

Title:
Sr. Customer Success Manager ( CSM)

Location:
East Coast, TX (Dallas area)

At Riverbed the Senior Customer Success Manager 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.

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 Presences – 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 Judgement – 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 experienceleveragedto protect and advance customer outcomes byidentifyingtechnical blockers to adoption, clearly articulatingimpactand remediation paths, and coordinating cross-functional resolution tomaintainmomentum toward defined success objectives

Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees.

Benefits & Perks vary by Country.

With a 20-year history of innovation, Riverbed is agile and proven—and we continue to disrupt the market with differentiated solutions that help customers deliver secure, seamless digital experiences and accelerate enterprise performance. We are relentlessly customer-first: we listen, learn, and act with urgency to solve real problems and earn trust every day. We pair bold ideas with operational efficiency, simplifying how we work, focusing on what matters most, and delivering with quality and speed.

Fueled by a will to win, we set ambitious goals, hold ourselves accountable, and raise the bar through measurable outcomes. At the center of it all are our people—bringing our best selves to work with a shared commitment to excellence, transparency, and open communication. We strive to be an inclusive, fair, and enjoyable workplace where respect and wellbeing are prioritized.

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