Principal Customer Success Manager

Couchbase, the operational data platform for AI, empowers businesses to succeed by bringing data to life in new ways. Major market-leading companies rely on Couchbase for mission critical operational, analytical, mobile and AI workloads. Built to replace legacy infrastructure and fragmented data services, Couchbase empowers enterprises with a unified platform architected for performance, flexibility and global scale.

With Couchbase, organizations bring their data to life, launching game‑changing customer experiences, exploring the limitless potential of AI, and seamlessly extending applications from the cloud to the edge and beyond. Couchbase’s AI‑ready technology and enterprise partnership model eliminate complexity and reduce total cost of ownership, enabling teams to stay agile, innovative and secure.

Couchbase believes data should never slow you down, but act as the foundation for your next breakthrough. Discover why Couchbase is trusted to help the world’s biggest players scale, move fast and stay resilient, no matter what’s next on their roadmap. Visit couchbase.com and follow us on LinkedIn and X.

Want to be part of our story? Apply today! 

The Principal Customer Success Manager (CSM) is responsible for managing strategic and enterprise customer relationships to ensure successful adoption, value realization, and long-term retention of Couchbase’s database and data platform solutions. This individual contributor role partners closely with Sales, Support, Product, and Professional Services to help customers deploy and scale Couchbase in mission-critical production environments.

The Principal Customer Success Manager acts as a trusted advisor to technical and executive stakeholders, ensuring customers achieve measurable business outcomes while identifying opportunities for expansion and long-term partnership.

Key Responsibilities

Customer Relationship Management

• Serve as the primary post-sales point of contact for a portfolio of enterprise and strategic customers.
  
  
• Build strong relationships with customer stakeholders including engineering leaders, architects, and executives.
  
  
• Conduct regular business reviews and success planning sessions with customers.

Customer Adoption & Value Realization

• Guide customers through onboarding, deployment, and adoption of Couchbase solutions.
  
  
• Help customers align product capabilities with their technical and business objectives.
  
  
• Monitor product usage and adoption trends to ensure customers achieve maximum value.

Renewals & Expansion

• Partner with Sales and Renewals teams to support successful subscription renewals.
  
  
• Identify opportunities for expansion such as additional workloads, environments, or product capabilities.
  
  
• Develop account success plans to drive long-term customer growth.

Customer Advocacy

• Act as a customer advocate internally, representing customer needs and feedback to Product and Engineering teams.
  
  
• Promote customer success stories, references, and case studies.
  
  
• Support strategic customer engagements and executive briefings.

Risk Management

• Monitor customer health indicators and proactively address adoption risks.
  
  
• Manage escalations and coordinate internal teams to resolve technical or operational issues.
  
  
• Develop recovery plans for at-risk accounts.

Key Performance Metrics

• Net Revenue Retention (NRR)
  
  
• Customer renewal rate
  
  
• Customer adoption and usage growth
  
  
• Expansion revenue influence
  
  
• Customer satisfaction (CSAT / NPS)
  
  
• Customer health score
  
  

Required Qualifications

• 8–10 years of experience in Customer Success, Technical Account Management, Account Management, or similar customer-facing roles.
  
  
• Experience supporting enterprise SaaS, database, or infrastructure platforms.
  
  
• Ability to work with technical stakeholders such as developers, architects, and engineering teams.
  
  
• Strong communication and relationship management skills.
  
  
• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight).
  
  

Preferred Qualifications

• Experience with distributed databases, NoSQL, or cloud platforms.
  
  
• Familiarity with modern application architectures such as microservices and clo