Senior Customer Success Manager (Remote, US-Based)

Overview
Liquibase is a leader in the database release automation space within the DevOps market. With over 100 million downloads, our open-source software empowers DevOps teams worldwide to accelerate software delivery by automating database updates.

At Liquibase, we thrive in a high-growth environment, expanding in customer base, innovative experiments, and technical project complexity. We foster a culture of career growth, collaboration, and continuous improvement.

We’re seeking a Senior Customer Success Manager to join our expanding team. In this customer-facing role, you’ll collaborate with Sales, Customer Support, Product, and Engineering teams, and report directly to the Director of Customer Success.

What You’ll Do
As a Senior Customer Success Manager, you will:

• Manage Relationships: Take ownership of a portfolio of key customers, focusing on driving adoption, retention, growth, and overall satisfaction.
• Success Planning: Develop joint success plans with customers, translating desired business outcomes into actionable objectives.
• Build Trust: Establish strong, trusted relationships with customers to showcase the value Liquibase brings to their organizations.
• Support Growth: Partner with Sales to identify and execute on renewal and expansion opportunities.
• Guide the Journey: Lead customers through the lifecycle stages, including implementation, adoption, and renewal.
• Provide Expertise: Share operational best practices and help customers establish a Liquibase Center of Excellence.
• Collaborate on Solutions: Act as a point of contact for escalations and collaborate with Support, Product, and Engineering teams to resolve issues.
• Facilitate Learning: Lead or support workshops and demos to help customers maximize the benefits of Liquibase.
• Track Progress: Monitor customer success metrics and report on achievements both internally and to customer stakeholders.
• Maintain Engagement: Conduct regular touchpoints to review progress against strategic and technical objectives.

Must-Haves

• 5+ years of B2B customer success, account management, or consulting in customer-facing roles.
• Experience engaging with technical engineering audiences, from end-users to executives.
• Solid technical foundation, ideally in DevOps and the software delivery lifecycle.
• Familiarity with database systems such as MySQL, Oracle, and PostgreSQL.
• Knowledge of Git and other source control systems.
• Strong interpersonal and relationship-building skills.
• Commercial mindset with a proven ability to identify and nurture business opportunities.
• Analytical and problem-solving skills with attention to detail.
• Exceptional written and verbal communication skills.
• Bachelor’s degree in a technical field or equivalent experience.

Nice-to-Haves

• Experience with Windows or Linux command-line interfaces.
• Familiarity with cloud platforms like AWS or Azure.
• Experience with HubSpot, Atlassian tools (Jira, Confluence), or monitoring tools (Splunk, Datadog, Elastic).
• Previous experience with Liquibase or similar tools.
• Start-up experience.

Perks of life at Liquibase: 

• Remote First culture, potential for company-wide in-person gatherings
• Home office allowance for remote workers
• Meaningful equity (US only)
• Comprehensive health, vision, and dental benefits - country dependent
• Generous paid time off and paid holidays
• 401K matching (US only)
• No punks, no jerks culture
• Growth opportunities and ability to move up within the company

We take pride in:

• A transparent and collaborative team environment. We value multiple perspectives and fresh thinking.
• Our entrepreneurial culture. We provide every employee the opportunity to make a meaningful impact.
• Providing the opportunity to work with new technologies and learn from experienced professionals.
• How organizations, large and small, use DevOps to drive developer agility and accelerate software delivery.

Company Overview - We are Liquibase

A career at Liquibase means joining a quickly growing company on the front lines of the DevOps space. Our vision is to be the easiest, safest, and most powerful community-led database change management solution. As companies of all sizes continue to adopt an agile methodology and DevOps practices, there is