Remote Customer Success Manager

Summary

Join Percona's Customer Account Teams as a Customer Success Manager, owning renewal contracts for customers in an assigned territory. The ideal candidate has proven sales and account management experience, strong customer relationships, and growth within their account base through solutions selling.

Requirements

• 3 + years of Account Management/Sales/Customer Success experience required, preferably at a subscription-based or open source software company
• Achievement of retention, growth and profitability targets
• Understanding of customer health, using data from various systems to present a holistic view of the customer experience
• Strong understanding of customer success techniques and strategies
• Excellent English written and verbal communication skills
• Experience navigating complex work processes, tight timelines, and changing teams
• Extremely detail oriented, self-motivated and organized
• Knowledge of Salesforce
• Knowledge of marketing tools

Responsibilities

• Achieve monthly/quarterly/annual renewal and expansion targets
• Ability to qualify and negotiate expansion opportunities within existing accounts
• Analyze customer engagement to form accurate forecasts, and to have complete visibility into renewal pipeline
• Identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies
• Lead and present at regular remote client meetings
• Work cross-functionally with Customer Success and delivery teams through the customer lifecycle including customer touchpoints, account growth, and renewals, providing transparency and accountability
• Understand a customer’s overall use of Percona’s products, services and drive adoption and success within your assigned customer base
• Act as an internal advocate between customers and business functions (Sales, Marketing, Product and other teams within Global Services) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s adoption
• Work as a critical part of a broader effort to drive customer engagement, programmatic customer adoption, retention and expansion results
• Track and share customer feedback to appropriate teams on an ongoing basis

Benefits

• Flexible work hours and various paid time off programs
• All your equipment for your remote office
• Funds for career development (external training, certifications, conferences)
• Ongoing connectivity allowances
• The opportunity to participate in our equity incentive plan