Senior Customer Success Manager

4 weeks ago


Los Angeles, California, United States Cockroach Labs Full time

About the Role

Cockroach Labs is seeking a highly skilled Senior Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for ensuring our customers achieve their desired outcomes with our cloud-native, distributed SQL database.

Your Key Responsibilities

  • 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

About You

We are looking for a highly motivated and experienced Customer Success Manager who has a proven track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements. You will be responsible for building and maintaining strong relationships with our customers, identifying and addressing their needs, and ensuring they achieve their desired outcomes with our product.

What We Offer

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

Cockroach Labs is an Equal Opportunity Employer



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