Customer Success Manager
Cockroach Labs
Job highlights
Summary
Join Cockroach Labs as a Senior Customer Success Manager and play a pivotal role in onboarding and supporting our most strategic accounts. You will collaborate closely with the account team, define customer success plans, and ensure a smooth customer journey from onboarding to ongoing utilization of CockroachDB. This role requires a deep understanding of database technology and excellent customer-facing skills. You will be responsible for identifying and resolving technical issues, expanding subscriptions, and fostering strong customer relationships. The position is remote but requires East Coast US residency. Competitive benefits are offered, including health insurance, paid parental leave, flexible PTO, and a learning and development budget.
Requirements
- 5-7+ years of experience as a Customer Success Manager, Project Manager or Technical Account Manager with a proven success record
- 3+ years of experience managing a high-value, strategic accounts
- Experience working with sales teams
- Knowledge of databases, distributed systems, and modern enterprise software architecture
- Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements
Responsibilities
- Collaborate closely with the account team, including the Account Executive and the Sales Engineer, to provide ongoing coverage and support to your assigned customers
- Define the Customer Success Plan for each customer, outlining the optimal use of Cockroach Labs products and services to achieve their business objectives
- Ensure a successful customer journey, from onboarding through adoption and beyond, while continuously driving the consumption of CockroachDB
- Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of CockroachDB
- Liaise between customers and Support to ensure an optimized support resolution experience - smoothing the adoption curve for the customer
- Collaborate with the Professional Services Team to present personalized, frictionless solutions that meet the unique needs of each customer
- Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Cockroach Labs
- Find opportunities to expand the subscription, aiming to grow annual recurring revenue (ARR)
- Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of CockroachDB, further driving ARR
- Continuously review and assess customer consumption of CockroachDB, proactively suggesting upgrades and enhancements that increase value and drive further consumption
Benefits
- Competitive Health Insurance Coverage (for you & your dependents!)
- Paid Parental Leave (with baby bucks)
- Flexible PTO
- Learning & Development Budget
- Relocation Support (as applicable)
- Life and disability insurance
- Stock options
- Paid holidays
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