Percona is hiring a
Customer Success Manager

Summary

The job is for a Customer Success Manager at Percona, a company specializing in open source database solutions. The role involves managing renewal pipelines, identifying growth opportunities, negotiating contracts, and ensuring customer success through solutions selling. The ideal candidate has 3+ years of Account Management/Sales/Customer Success experience, preferably at a subscription-based or open source software company.

Requirements

• 3 + years of Account Management/Sales/Customer Success experience required, preferably at a subscription-based or open source software company
• 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
• Comfortable working from home or co-working office

Responsibilities

• Achieve monthly/quarterly/annual renewal and expansion targets
• Qualify and negotiate expansion opportunities within existing accounts
• Analyze customer engagement to form accurate forecasts, and have complete visibility into renewal pipeline
• Identify, clearly communicate, and manage risk throughout the year through 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
• 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 to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s adoption
• Track and share customer feedback to appropriate teams on an ongoing basis

Preferred Qualifications

• Experience in technology sales and account management within agile, quick growth companies
• Experience in Open-source software or database specific companies
• Solution selling mindset and experience
• Strong relationship building skills and customer-centric focus
• Track record of overachievement

Benefits

• Flexible work hours
• Various paid time off programs
• All your equipment for your remote office
• Funds for career development (external training, certifications, conferences)
• Ongoing connectivity allowances
• Opportunity to participate in our equity incentive plan
• Benefits that support a healthy work/life balance such as The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility
• Support being socially responsible through our PAVE volunteering program and Women Transforming Technology