Enterprise Customer Success Manager

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🕒 July 14

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MariaDB

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

🏢 Enterprise

Enterprise • Open Source • Database

MariaDB is a company that develops and provides an open-source cloud-native relational database solution. Known for its MariaDB Server and MariaDB Enterprise offerings, it delivers high availability, auto-failover capabilities, and supports both transactional and analytical workloads. MariaDB is favored for its flexibility, cost-effectiveness compared to proprietary databases, and support for various data models, including relational and JSON. It is widely used in Linux distributions as a replacement for MySQL and is popular among developers for its open-source innovation and ease of use.

📋 Description

• Support and engage with customers throughout all stages of their customer lifecycle: onboarding, adoption, expansion, retention, and advocacy. • Guide new customers through onboarding for MariaDB and / or GridGain deployments, consulting on best practices to ensure customers receive maximum performance and value. • Formulate an ongoing meeting cadence with the assigned portfolio. • Become a trusted advisor and advocate for customers within the company. • Understand customers data management strategies effectively articulating additional improvements and/or new strategies leveraging MariaDB & GridGain capabilities. • Identify proactive opportunities to work with and provide value to customers. • Proactively address customer experience issues early, collaborating with Technical Resources to understand their customer's issue, and assisting as an escalation point of contact. • Work with Solutions Engineers and Professional Services to determine appropriate services for solution upgrades, topology changes, migrations, deployments, and/or maintenance. • Conduct regular business reviews within accounts, showcasing value and learning about business goals and priorities. • Encourage customer participation in company initiatives (Webinars, Roadshows, Product Feedback, etc). • Responsible for measuring, managing, and improving customer health, engagement, and value realization. • Coordinate with Account Executives to ensure the upgrade, migration, and/or growth of the customer portfolio. • Articulate growth plans, expectations, and successes; documented and tracked within success plans. • Effectively communicate customer needs to other parts of the business and act as a customer champion within the company. • Work collaboratively and influence other departments to promote customer satisfaction and success. • Manage and maintain customer portfolio in achieving the company's Net Retention goals.

🎯 Requirements

• 2-4 Years of experience in customer facing roles within enterprise software • Preferred 1-2 Years of technical experience in technical support roles within IT • Excellent time management and organization skills • Ability to develop and maintain C-Level relationships • Ability to deliver custom ROI analysis for your customer portfolio • Comprehensive understanding of customer success principles • Strong understanding of MariaDB & GridGain features, architecture, Apache Ignite ecosystem, and common use cases in enterprise, high-throughput solutions. • Can speak to new features and quickly speak to new releases of MariaDB & GridGain software and enterprise extensions. • High attention to detail • Proficient in identifying and understanding complex business needs as it relates to MariaDB and / or GridGain environments.

🏖️ Benefits

• health insurance • life and disability insurance • funds toward professional development resources • Flexible Paid Time Off (FPTO) • paid holidays • 401 (k) • parental leave • a massive degree of flexibility and freedom