Senior Customer Success Manager - London, UK - Cockroach Labs

Databases are the beating heart of every business in the world.

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

As a Strategic Customer Success Manager you will build and manage relationships with clients, and develop an understanding of their business challenges, objectives, and success metrics. You will program manage the customer from onboarding throughout the implementation cycle to production of their workload. In this role, you will regularly engage with various internal and external stakeholder groups, including leadership of enterprises and a cross-functional and geographically dispersed team. For this role, you must be located in London and will be expected to go into the office on Mondays, Tuesdays & Thursdays.

You Will 

• Be responsible for the end-to-end experience of our customers in the EMEA region
• Build trusted relationships with executives and key stakeholders within the client organizations to understand their strategic goals, drive product adoption, and achieve customer defined outcomes / value
• Work as a strategic advisor to your customer providing them with guidance on best practices; this could include running enablement sessions alongside other internal members, advising the customer on strategies to optimize their technical environment, positioning and recommending product features and best practices to accelerate customers time to value and growth
• Act with urgency in all customer matters, ensuring a best-in-class customer experience
• Work closely with customers to identify and eliminate frictions, promoting smoother adoption and implementation of CockroachDB
• Drive customer capability 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
• Continuously, proactively suggesting upgrades and enhancements that increase value and drive further consumption

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 of building relationships with key stakeholders and driving growth
• 3-5+ years of experience interacting with Enterprise-scale customers in-person and creating and delivering business reviews
• Experience working in a dynamic, scale-up environment where urgency and entrepreneurship are key. A high-level of accountability and ability to influence through trust and confidence are essential
• Experience working within a highly-collaborative sales and delivery team and ability to adapt to different working styles and needs 
• Strong knowledge of databases, distributed systems, and modern enterprise software architecture as it relates to how customers use these technologies to solve business needs
• Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements

Our Benefits

• Office day lunch stipend
• Paid Parental Leave
• Flexible PTO
• Private Health Insurance

Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at accessibility@cockroachlabs.com.