At Qumulo, we believe that customer success is not a department—it is the heartbeat of our company. In an era where enterprise data is mission-critical to industries as demanding as autonomous driving, national defense, life sciences, healthcare, and film/media production, the standard for customer support cannot be “good enough.” It must be instantaneous, predictive, and relentlessly effective. That is why Qumulo has built what we call our “zero-latency” customer success model—a unique operating approach where every customer engagement includes an always-on, dedicated Slack/Teams/WebEx channel connecting the client directly to their Qumulo Customer Success Manager, our specialized engineering support team, and, when necessary, the development engineers who write the code that powers the Qumulo Data Platform. This is not a ticketing queue; it is a real-time conversation, with the right experts ‘in the room’ from the very first message. This approach all started from Qumulo’s founders hiring the teams who ran the largest scale-out NAS systems on the planet, then giving them a blank sheet of paper to design their ideal ‘support’ model. When you let your customers design how you should interact with them, it’s not called support, it’s called Customer Success.
What augments this philosophy is Qumulo’s deep operational telemetry and modeling capability. Across a fleet of over 1,000 enterprise customers and 5 to 10 exabytes of unstructured file and object data under active management, we continuously model the performance, reliability, and interoperability of a diverse ecosystem of server, storage, cloud, and network vendor components. This enterprise-wide “digital twin” of our customer base allows us to identify patterns and emerging issues—even down to the firmware or hardware supplied by third-party vendors—long before they can cause operational impact. We do not wait for an error to be reported; we see the conditions forming and intervene.
A recent example underscores the power of this approach. In one of the world’s most demanding autonomous driving clusters, a faulty drive controller and defective firmware began writing all zeroes to numerous disks—a catastrophic failure mode in most environments. Qumulo’s platform not only detected and self-corrected the issue in real time, but our customer success team also proactively engaged the client before they had any awareness of risk. In parallel, our development engineering organization began work on a permanent software fix immediately, delivering it well before the customer faced any operational degradation. The fix was deployed with zero data loss, zero downtime, and no emergency change controls. The customer scheduled their environment-wide update during a normal maintenance window, avoiding disruption and unnecessary escalation. This was not luck—it was the predictable outcome of a system designed from the ground up to be proactive, predictive, and deeply integrated across customer success, engineering, and operations.
This level of performance is reflected in the numbers. In our most recent NPS survey, conducted independently via Qualtrics across our customer base with a statistically significant response rate, Qumulo earned an NPS score of 95. In the world of enterprise infrastructure, where NPS scores above 50 are considered excellent, 95 is not just a number—it is an unambiguous statement from our customers that our approach works. It is a direct result of the investments we continue to make in tools, training, hiring, and most importantly, in listening.
To our customers: thank you for your trust. And to our Customer Success Managers, Customer Success Engineers, Professional Services experts, and the entire development organization: thank you for setting the standard for what world-class support looks like in the data and storage industry.
At Qumulo, customer success is not a promise—it is a guarantee, delivered in real time, every day.
