• Location
    • United States
  • Date Posted
  • May. 25, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Data

Customer Success Manager at Cockroach Labs (View all jobs)

  • Databases are the beating heart of every business in the world.
  • Cockroach Labs is the team behind CockroachDB, an open source, distributed SQL
  • Database. We aim to build infrastructure that keeps pace with the world, so developers
  • Can focus on what matters most: building the best products. Join us on our mission to
  • Make Data Easy. Are you ready to aim high and build to last?

About the Role

  • Our Customer Success Managers help fully onboard our CockroachDB customers and
  • Lead them to fully utilize its potential, lead them to production, allocate resources, and
  • Alleviate roadblocks. We believe that in order for a Customer Success Manager to be
  • Successful, they must have a good understanding of database technology, the overall
  • Stack, and infrastructure that CRDB operates within. They must also possess excellent
  • Customer facing and consultative skills, with the ability to understand the customer pain
  • Points, define success criteria, critical milestones that lead to production, and project
  • Plans for success. The CSM will be a trusted advisor to the customer and thereby in
  • Collaboration with Sales, must understand how to get deeper and expand the account
  • While preventing churn. Location is flexible for this role but you will be covering accounts
  • Primarily in the US.

You Will

  • Own the overall technical relationship with assigned clients, which include
  • Increasing adoption, ensuring retention, and satisfaction.
  • Utilize your technical skills to demonstrate value to customers and drive sales
  • Growth.
  • Understand the “drivers” for the customer, define use cases and success
  • Collaborate with the customer to define production date, milestones required to
  • Achieve delivery date, project plan and resource management
  • Upsell services offering for Technical Account Management and Services

Packages

  • Partner with the Cockroach Labs Sales Account team (Account Executive,
  • Solutions Architects) to identify opportunities for new usage of Cockroach Labs
  • Across organizational functions.
  • Develop and implement best practices, processes and tools which can
  • Continually enhance Cockroach Labs’s Customer Success Program.
  • Understand how our customers are utilizing CRDB solutions and collaborate with
  • Product on how additional features can be leveraged to increase functionality
  • Function as a technical point of escalation for all customer related issues; ultimately
  • Responsible for the ownership and execution of tailored get-well plans while
  • Partnering with technical account managers and technical support to drive quick and

Efficient issue resolution

The Expectations

  • In your first 30 days, you will learn about CockroachDB and assess where the product
  • Would be a good fit for certain use cases. During this time, we also believe it’s important
  • For you to establish internal relationships across sales, product, and engineering to
  • Effectively be able to navigate resources to help you in your efforts with customers.
  • After 60 days, you will be working very closely with the Director of Customer Success
  • Management, to develop Success Plans, define repeatable processes for delivering
  • “white glove treatment” to our customers and a methodology to reduce Time to Value
  • Bringing our customers into production.

You Have

  • Strong experience with customer facing roles
  • Solid technical background- basic knowledge of databases, distributed systems,
  • And modern enterprise software architecture.
  • 4-6 years of experience as a Customer Success Manager, Project Manager,
  • Sales Engineering, or Technical Account Manager with a proven success record.
  • A degree in Computer Science or other technical major.
  • Successful track record of driving product adoption and expansion through
  • Understanding the customer’s current (and future) database requirements.

Our Benefits

  • 100% health insurance option (for you and your dependents!)
  • Paid parental leave (with baby bucks)

Flex Fridays

Flexible time off & flexible hours

Learning and Development budget

Relocation support

  • 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