Introduction

At IBM Software, we transform client challenges into solutions. Building the world’s leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You’ll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM’s product and technology landscape. Here, you’ll have the tools and opportunities to advance your career while creating software that changes the world.

Your role and responsibilities

Our philosophy in customer success starts in the sales process and manifests itself during our customers lifecycle using our solutions. As a member of the Technical Field Operations (TFO) leadership, this role will be responsible for leading a Customer Success Engineer team and ensuring our philosophies are delivered.

These start with onboarding our solutions, ensuring customers are trained to drive successful adoption, and then articulating our best practices to ensure maximum return on the customers investment in IBM HashiCorp. The Director of Customer Lifecycle Management will support many aspects of our Technical Field Operations – from defining the customers success plan during the sales process, to establishing an onboarding and enablement plan, to supporting a customer’s deployment of first and additional use cases.

Leaders are expected to spend time with their teams and clients and therefore are generally expected to be in the workplace a minimum of three days a week, subject to business needs.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

• At least 3 years of experience as a manager of managers of technical teams
• 10+ years of people management in any of the following experiences: Implementation, Customer Support, Customer Success, or Sales Engineering experience. People and program management experience is a must.
• At least 5 years in a customer-facing role/customer success role
• Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms
• Proficiency and/or knowledge of existing HashiCorp tools such as Terraform, Vault, and Consul, is a plus
• Experience with implementing software products or solutions for large enterprise companies
• Excellent presence; strong written and verbal communication skills
• Upbeat, passionate, and unparalleled customer focus
• Experience managing and influencing change in organizations
• B.S. degree in an engineering or similar program from an accredited college/university preferred or equivalent experience

Preferred technical and professional experience

• Proven experience leading and developing diverse technical teams, including Technical Account Managers, Solution Architects, Project Managers, and Implementation Engineers
• Demonstrated success collaborating with geo‑functional leaders to support their organizations through a shared services operating model
• Deep subject matter expertise in HashiCorp architecture, tools, and products, with the ability to apply this knowledge across customer use cases
• Strong technical judgment to guide business and implementation decisions related to performance, scalability, reliability, and security
• Experience partnering cross‑functionally with Product Management, Product Engineering, and Support teams to troubleshoot and resolve deployment issues
• Expertise in managing end‑to‑end implementation and customer success plans, including the delivery of clear, consistent weekly status reporting
• Proven ability to set, manage, and meet mutual customer expectations to ensure successful onboarding and implementation outcomes
• Skilled in handling customer and internal escalations while balancing stakeholder expectations and driving resolution
• Advanced facilitation skills for customer discovery and requirements‑gathering sessions involving both customers and internal HashiCorp teams
• Strong project management capabilities, including developing project plans, timelines, and delivery estimates aligned to scope and budget
• Data‑driven approach to tracking, reporting, and interpreting progress metrics to ensure delivery success and proactively mitigate risk