Job Summary

NetApp is in the midst of a bold Customer Success transformation — shifting from a reactive, support-led model to a proactive, AI-powered, lifecycle-driven approach that delivers measurable outcomes for our customers. This transformation, known internally as SuccessEdge, is reshaping how we engage, retain, and grow our customer base at scale.

To lead this evolution, we are seeking a Senior Director of Customer Success Offer Management — a strong, experienced people leader and strategic operator who can build and scale a high-performing team while driving the architecture and execution of our next-generation success offer portfolio. This is not a role for a manager of programs; it is a role for a leader of people and transformation.

Reporting to the Vice President of Customer Success Portfolio Management, the Senior Director of Customer Success Offer Management will own our $3B+ Support Portfolio and lead a team of offer managers, program strategists, and pricing specialists responsible for designing, launching, and governing NetApp's customer success offerings. You will work at the intersection of product, sales, finance, and customer success — translating market insights and customer needs into differentiated, scalable offers that drive adoption, retention, and revenue growth.

This leader will also serve as a key driver of our SuccessEdge transformation, helping to align the organization around a new success-oriented operating model and enabling the field to deliver proactive, lifecycle-driven customer outcomes.

People Leadership and Team Development

A core responsibility of this role is building and leading a world-class team. You will:

• Hire, develop, and retain a high-performing team of offer managers, pricing strategists, and program leads across multiple locations.
• Set clear team goals, define roles and responsibilities, and create accountability structures aligned to transformation milestones.
• Coach and mentor team members through a period of organizational change, fostering a culture of customer obsession, innovation, and continuous improvement.
• Partner with HR and talent acquisition to build team capacity and capability in support of the SuccessEdge transformation.
• Provide regular performance feedback, conduct development conversations, and build succession pipelines within the team.
• Lead through ambiguity with clarity and purpose — maintaining team engagement and focus as new operating models take shape.

Transformation Leadership

As a senior leader within the SuccessEdge transformation, you will:

• Champion the shift from reactive support to proactive, AI-led, lifecycle-driven customer engagement across all offer touchpoints.
• Collaborate with cross-functional stakeholders — including Product, Sales, Finance, and Customer Success leadership — to align transformation priorities and remove execution barriers.
• Translate transformation vision into concrete offer roadmaps, milestones, and go-to-market plans.
• Represent the offer management function in executive-level forums and with key customers such as strategic accounts, contributing to NetApp's external narrative around customer success.

Key Responsibilities:

Portfolio Management
•    Accountable for the current $3B Support Portfolio — ensuring commercial health, lifecycle governance, and alignment to evolving customer expectations.
•    Lead the team responsible for ongoing portfolio optimization, including offer rationalization, pricing reviews, and customer segmentation strategies.
Strategic Planning and Market Discovery
•    Direct market discovery efforts to identify whitespace and innovation opportunities across the success offer landscape.
•    Design and evolve the organizational structure for offer management in alignment with the SuccessEdge transformation roadmap.
•    Drive service convergence efforts to break down silos and deliver integrated, customer-centric offers.
Service and Program Design
•    Lead the design and launch of premium support and partner success offerings in collaboration with Product and Sales.
•    Manage and optimize portfolio pricing strategies, including dynamic pricing frameworks that reflect evolving market conditions and customer segments.
•    Integrate AI and generative AI capabilities into next-generation offer constructs, in partnership with the product organization.
Value Quantification and Enablement
•    Define and differentiate value propositions for each tier of success offerings, with clear ROI framing for customer-facing conversations.
•    Enable the sales and customer success teams with tools, playbooks, and resources that accelerate offer adoption and upsell.
•    Develop marketing assets and resources that communicate the tangible business impact of success packages to both prospects and existing customers.
Portfolio Governance and Lifecycle Management
•    Establish portfolio governance structures and lifecycle management processes that support long-term scalability.
•    Lead ongoing customer needs assessments to ensure offers remain relevant and competitive.
•    Partner with Finance and Customer Success leadership to plan for customer retention, expansion, and revenue growth.

Key Qualifications and Requirements

• 10+ years in a senior leadership role within Customer Success, Services Product Management, portfolio management, or related fields with a minimum 15 years of experience in field-based senior services or customer success management.
• Demonstrated people management experience leading teams of 5 or more.
• Proven track record of leading teams through organizational transformation, including building new operating models and managing change at scale.
• Experience designing and executing integrated, success-focused programs and offer portfolios in an enterprise technology environment.
• Strong background in developing and managing large-scale support or services portfolios (ideally $1B+).
• Expertise in pricing strategy, offer segmentation, and lifecycle management within a complex B2B portfolio.
• Deep familiarity with AI and generative AI technologies and their application in next-generation customer success offers.
• Exceptional cross-functional leadership skills — with the ability to build consensus, drive decisions, and mobilize action across Product, Sales, Finance, and CS.
• Outstanding executive communication skills — able to represent the company externally, influence senior stakeholders, and simplify complexity for varied audiences.
• High EQ and demonstrated ability to coach and develop talent in fast-moving, high-stakes environments.
• Bachelor's or Master's degree in a technical or business discipline required, or equivalent combination of relevant education, certifications, and experience.
• Must have demonstrated experience supporting enterprise customer bases.