Senior Customer Success Manager

🕒 February 2

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Cockroach Labs

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

☁️ SaaS

🏢 Enterprise

💰 $278M Series F on 2021-12

SaaS • Enterprise • Cloud Computing

Cockroach Labs is a company behind CockroachDB, a cloud-native, distributed SQL database engineered for high availability, effortless scaling, and precise control over data placement. CockroachDB is designed to tackle database bottlenecks by eliminating manual sharding and enabling horizontal scaling as workload volumes increase. It supports standard SQL and ACID-compliant transactions, making it reliable for transaction-heavy workloads. CockroachDB is known for its multi-region and multi-cloud deployments, thus ensuring high availability, data consistency, and low-latency experiences across different cloud environments. The database is trusted by enterprises for mission-critical applications such as payment systems, identity access management, logistics, and user account management. It features a secure, fully managed cloud platform that simplifies database operations, reduces manual management efforts, and facilitates seamless migrations, providing businesses with superior performance and operational flexibility.

📋 Description

• Own 8–12 strategic accounts end to end, including onboarding, adoption, health, risk management, renewals, and expansion. • Define and execute Customer Success Plans aligned to customer business objectives, usage, ROI, and time-to-value. • Lead Executive Business Reviews, presenting outcomes, risks, and recommendations to senior and C-level stakeholders. • Manage enablement and technical rollout initiatives, coordinating with Engineering, Product, Support, and Professional Services to remove blockers. • Serve as the primary point of coordination across the account team (Account Executive, Sales Engineer, Support, and Services) to ensure seamless customer coverage. • Develop a deep understanding of customer business needs and translate them into technical and operational requirements for Cockroach Labs. • Proactively identify, qualify, and partner with Sales on expansion opportunities to grow ARR. • Monitor customer health and product consumption, recommending upgrades or enhancements to increase value and adoption. • Track, forecast, and report on key success metrics, including renewal risk, NRR, churn, CSAT/NPS, and time-to-value. • Design and continuously improve scalable Customer Success processes, playbooks, health models, and reporting.

🎯 Requirements

• 6 - 8 years of experience as a Customer Success Manager, Project Manager or Technical Account Manager with a proven success record • 3+ years of experience managing 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

🏖️ 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 • Retirement Benefits • Mental Wellbeing Benefits • And more!