What you build & 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 databaseone born in the cloud & built from the ground up to help companies of any size scale fast, survive disaster, & thrive everywhere.

About the Role

Our Customer Success Managers are trusted advisors to our valued customers and, in collaboration with Sales, must build trust & confidence through urgency & influence to get deeper & expand accounts while preventing churn.  Excellent customer facing & consultative skills are essential, as is the ability to understand the customer pain points, define success criteria & 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, & 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 & services, of general database technology & our competitive landscape & 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 Pacific Time Zone & will consider candidates in Mountain or Central Time Zone who are aligned with working Pacific Time Zone hours. 

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 & ensure a successful customer experience from onboarding to adoption & expansion, while continuously driving the consumption of CockroachDB
• Work closely with customers to identify & eliminate frictions, promoting smoother adoption & implementation of CockroachDB
• Drive customer capability with CockroachDB through proactive identification of training needs & delivery of targeted enablement programs
• Liaise between customers & 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 & assessments of customer consumption , find opportunities for expansion & collaborate with the Account Executive & Sales Engineer to grow annual recurring revenue (ARR)
• Deliver regular customer-facing business reviews that highlight achievements & 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 & 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 & enhancements that increase value & drive further consumption

The Expectations

In your first 30 days, you will learn about CockroachDB & the internal Cockroach Labs landscape. During this time, its important for you to establish internal relationships across Sales, Product Management, & Engineering to effectively navigate resources that can help you in your role.  You will shadow senior members of the Customer Success Team & 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 & help build your confidence toward working independently. 

After 30 days, you will begin to build your Book of Business (BoB) from assigned accounts & establish individual relationships within your customers.  You will assess needs across your BoB & build action plans that proactively address issues.  You will begin to report on customer health & 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 & establish your position as a trusted advisor to your customer, while maintaining urgency & focus, leading customers to production & 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 & creating & delivering business reviews
• Experience working in a dynamic, scale-up environment where urgency & entrepreneurship are key. A high-level of accountability & ability to influence through trust & confidence are essential
• Experience working within a highly-collaborative sales & delivery team & ability to adapt to different working styles & needs 
• Strong knowledge of databases, distributed systems, & modern enterprise software architecture as it relates to how customers use these technologies to solve business needs
• Successful track record of driving product adoption & 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 & 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, & 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 & fall outside of this range depending on factors such as a candidates qualifications, geographic location, skills, experience, & competencies. In addition, we are often open to a wide variety of profiles, & 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 & disability insurance, funds towards professional development resources, flexible PTO, paid holidays, & parental leave, to name a few! Salaries for candidates outside the U.S. will vary based on local compensation structures.