Category-defining tech. Career-defining work.

Lots of tech companies disrupt. But, many fail when they try to scale. We're different. CockroachDB makes it easier for companies to build and scale apps. This is how and why we're helping some of the most innovative companies on the planet. We tackle problems head-on and focus on solutions that create lasting impact.

Because when our customers win, we all win.

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. While this is a remote role, you must be based on the East Coast of the US. During your time at Cockroach Labs you will:

Collaborate closely with the account team, including the Account Executive and the Sales Engineer, to provide ongoing coverage and support to your assigned customers.
Define the Customer Success Plan for each customer, outlining the optimal use of Cockroach Labs products and services to achieve their business objectives.
Ensure a successful customer journey, from onboarding through adoption and beyond, while continuously driving the consumption of CockroachDB
Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of CockroachDB.
Liaise between customers and Support to ensure an optimized support resolution experience - smoothing the adoption curve for the customer.
Collaborate with the Professional Services Team to present personalized, frictionless solutions that meet the unique needs of each customer.
Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Cockroach Labs.
Find opportunities to expand the subscription, aiming to grow annual recurring revenue (ARR).
Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of CockroachDB, further driving ARR.
Continuously review and assess customer consumption of CockroachDB, 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 figure out 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 learning refactoring opportunities to create reusable artifacts. As you continue to grow in the role, you will be moving into owning the artifacts supporting sales. The major artifacts are sizing, best practices and industry solutions. The artifacts creation and re-use are key to help both pre and post sales activities.

You Have

5-7+ years of experience as a Customer Success Manager, Project Manager or Technical Account Manager with a proven success record
3+ years of experience managing a high-value, strategic accounts
Experience working with sales teams
Knowledge of databases, distributed systems, and modern enterprise software architecture
Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements

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.

Cockroach Labs has a hybrid work model, with Roachers that are local to one of our offices coming in on Mondays, Tuesdays, and Thursdays and working flexibly the rest of the week. While we’ve learned valuable lessons working remotely, nothing can replace the connection, creativity, and fun that occurs when Roachers get together and we are committed to fostering a workplace that encourages collaboration and allows us all to do our best work.

Benefits

Stock Options
Medical Insurance
Vision Insurance
Dental Insurance
Life and Disability Insurance
Professional Development Funds
Flexible Time Off
Paid Holidays
Paid Sick Days
Paid Parental Leave
401(k) Plan
Mental Wellbeing Benefits
And more!

The annual anticipated base salary range for U.S. candidates for this role is listed in USD below. This role is also eligible for commission. Salary is one component of the Cockroach Labs’ Total Rewards package, which also includes, for each employee: stock options, medical insurance, vision insurance, dental insurance, life and disability insurance, funds towards professional development resources, flexible paid time off, 11 paid holidays a year, 10 paid sick days a year, paid parental leave, a 401(k) plan, and wellbeing benefits.

We set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. Actual salaries may vary and fall outside of this range depending on factors such as a candidate’s qualifications, geographic location, skills, experience, and competencies. In addition, we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted.

Salaries for candidates outside the U.S. will vary based on local compensation structures.

This position will remain posted until filled. Applicants should apply via our Careers Page.

Annual Anticipated Base Salary Range (U.S)

$108,000—$136,000 USD

CockroachLabs

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