Senior Customer Success Manager

4 months ago

New York, United States Cockroach Labs Full time

What you build and where it takes you should be unrestricted by the capabilities of your database. We created CockroachDB as the planet's most highly evolved, cloud-native, distributed SQL database. Making scale so simple you don't even have to think about it. Making data so resilient it becomes impossible to destroy. Making delivery so seamless, your apps run anywhere. Join us on our mission to build a different breed of database-one born in the cloud and built from the ground up to help companies of any size scale fast, survive disaster, and thrive everywhere.
About the Role

Our Customer Success Managers are trusted advisors to our valued customers and, in collaboration with Sales, must build trust and confidence through urgency and influence to get deeper and expand accounts while preventing churn. Excellent customer facing and consultative skills are essential, as is the ability to understand the customer pain points, define success criteria and critical milestones that lead to production.

Our Customer Success Managers help fully onboard our CockroachDB customers, lead them to production, lead them to fully utilize its potential, and allocate resources, while proactively alleviating roadblocks. We believe that in order for a Customer Success Manager to be successful, they must possess excellent program management skills - with the ability to direct multiple workstreams simultaneously. While not a purely technical role, our CSMs must also have an expert understanding of our products and services, of general database technology and our competitive landscape and the ecosystem that CockroachDB operates within to be able to translate customer business needs into technical solutions. We have a preference for someone who is based in the NYC-metro area and will consider east coast-based remote candidates on a case-by-case basis.
You Will

  • Act with urgency in all customer matters, ensuring a best-in-class customer experience
  • Through implementation of the Cockroach Labs Customer Success Plan, own and ensure a successful customer experience from onboarding to adoption and expansion, while continuously driving the consumption of CockroachDB
  • Work closely with customers to identify and eliminate frictions, promoting smoother adoption and implementation of CockroachDB
  • Drive customer capability with CockroachDB through proactive identification of training needs and delivery of targeted enablement programs
  • Liaise between customers and Cockroach Labs Support to ensure an optimized issue resolution experience - smoothing the adoption curve for the customer
  • Collaborate with the Cockroach Labs Professional Services Team to present personalized, frictionless solutions that meet the unique needs of each customer
  • Through reviews and assessments of customer consumption , find opportunities for expansion and collaborate with the Account Executive and Sales Engineer to grow annual recurring revenue (ARR)
  • Deliver regular customer-facing business reviews that highlight achievements and set the stage for future collaborations; report on status of action plans to address at-risk relationships
  • Foster ongoing, and, develop new customer relationships, ensuring that customers continue to increase their utilization of CockroachDB - further driving ARR
  • Partner with the Cockroach Labs Product Management Team (PM) to ensure customer feature requests are reviewed and feedback provided. Stay closely aligned with PM on the CockroachDB product roadmap, to proactively identify customer needs that fit new features
  • Continuously, 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 the internal Cockroach Labs landscape. During this time, it's important for you to establish internal relationships across Sales, Product Management, and Engineering to effectively navigate resources that can help you in your role. You will shadow senior members of the Customer Success Team and familiarize yourself with the CSM life at Cockroach Labs, while integrating into the broader organization. During this time it is important to ask questions that clarify and help build your confidence toward working independently.

After 30 days, you will begin to build your Book of Business (BoB) from assigned accounts and establish individual relationships within your customers. You will assess needs across your BoB and build action plans that proactively address issues. You will begin to report on customer health and adopt our Customer Success Plan strategy as your playbook to ensure successful customer experiences.

After 60 days you will broaden your BoB further with additional assigned customers and establish your position as a trusted advisor to your customer, while maintaining urgency and focus, leading customers to production and beyond.
You Have
  • 5-7+ years of experience in the SaaS environment as a Customer Success Manager, or Technical Account Manager with a proven success record
  • 3-5+ years of experience interacting with Enterprise-scale customers in-person and creating and delivering business reviews
  • Experience working in a dynamic, scale-up environment where urgency and entrepreneurship are key. A high-level of accountability and ability to influence through trust and confidence are essential
  • Experience working within a highly-collaborative sales and delivery team and ability to adapt to different working styles and needs
  • Strong knowledge of databases, distributed systems, and modern enterprise software architecture as it relates to how customers use these technologies to solve business needs
  • Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements
  • Customer Success Manager certification is desired
Our Benefits
  • Competitive Health Insurance Coverage (for you & your dependents)
  • Paid Parental Leave (with baby bucks)
  • Flexible PTO
  • Learning & Development Budget

Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at accessibility@cockroachlabs.com.

The annual anticipated base salary range for U.S. candidates for this role is USD $120,000 to $160,000, plus commission if a sales role. We set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Actual salaries may vary and fall outside of this range depending on factors such as a candidate's qualifications, geographic location, skills, experience, and competencies. In addition, we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. Salary is one component of the Cockroach Labs' total rewards package, which includes stock options, health insurance, life and disability insurance, funds towards professional development resources, flexible PTO, paid holidays, and parental leave, to name a few Salaries for candidates outside the U.S. will vary based on local compensation structures.

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