Senior Customer Success Manager - West US

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 Pacific Time Zone and 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 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 assign