Senior Customer Success Manager – East US

Our Customer Success Managers help fully onboard our CockroachDB customers and lead them to fully utilize its potential, lead them to production, allocate resources, and alleviate roadblocks. We believe that in order for a Customer Success Manager to be successful, they must have a good understanding of database technology, the overall stack, and infrastructure that CRDB operates within. They must also possess excellent customer facing and consultative skills, with the ability to understand the customer pain points, define success criteria, critical milestones that lead to production, and project plans for success. This Senior CSM will focus on one of Cockroach Labs’s most strategic accounts and will be a trusted advisor to the customer and, in collaboration with Sales, must understand how to get deeper and expand the account while preventing churn. While this is a remote role, you must be based on the East Coast of the US.

You Will 

• 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.

The Expectations

In your first 30 days, you will learn about CockroachDB and figure out where the product would be a good fit for certain use cases. During this time, we also believe it’s important for you to establish internal relationships across sales, product, and engineering to effectively be able to navigate resources to help you in your efforts with customers.

After 60 days, you will be learning refactoring opportunities to create reusable artifacts. As you continue to grow in the role, you will be moving into owning the artifacts supporting sales. The major artifacts are sizing, best practices and industry solutions. The artifacts creation and re-use are key to help both pre and post sales activities.

You Have

• 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

Our Benefits

• Competitive Health Insurance Coverage (for you & your dependents!)
• Paid Parental Leave (with baby bucks)
• Flexible PTO
• Learning & Development Budget
• Relocation Support (as applicable)