Customer Success Advisor

🕒 May 18

🇺🇸 United States – Remote

💵 $130k - $152k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Couchbase

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2011

🤖 Artificial Intelligence

🔌 API

☁️ SaaS

💰 $105M Series G on 2020-05

Artificial Intelligence • API • SaaS

Couchbase is an award-winning developer data platform specializing in NoSQL databases that deliver versatility, performance, and scalability for mission-critical applications. Offering both on-premise and cloud-based solutions like Couchbase Capella Database-as-a-Service (DBaaS), it empowers developers with tools for transactional, analytical, mobile, and AI applications. With its AI services, Couchbase provides coding assistance and helps streamline the development of AI-powered agentic applications. It integrates capabilities like in-memory architecture, real-time analytics, and cloud-to-edge data synchronization. Couchbase is trusted by enterprises across various industries such as gaming, healthcare, and hospitality for its high-performance and scalable data solutions.

📋 Description

• Lead the planning and advisory for Enterprise Edition (EE) upgrades, identifying technical hurdles early to ensure smooth transitions. • Maintain detailed documentation of customer implementation details, including architecture diagrams, version numbers, and topology info. • Perform regular architecture reviews and performance tuning to identify trends and develop action plans that prevent "Technical Churn". • Lead and own technical action items for Quarterly Business Reviews (QBRs) and weekly case reviews to align Couchbase outcomes with customer business goals. • Work alongside Support Engineering during active incidents, providing the deep architectural context necessary to expedite resolution. • Act as the primary point of contact for technical communications during a support ticket’s lifecycle, keeping customer teams informed on progress. • Own the post-incident recovery process, involving the Root Cause Analysis (RCA) and recommending medium-to-long term fixes to prevent recurrence. • Serve as an interface to Product Management and Engineering, advocating for customer requirements and feeding real-world feedback back into the roadmap. • Partner closely with Customer Success Managers (CSMs) and Account Teams to identify expansion opportunities and ensure the value of the Platinum Support tier is fully realized.

🎯 Requirements

• 3+ years in Solutions Architecture, Professional Services, or Technical Account Management, specifically within the enterprise software space. • Proven track record of managing and optimizing large-scale distributed database deployments. • A commitment to being a "Guardian" of customer success, modeling a proactive mindset that moves beyond transactional ticket handling.

🏖️ Benefits

• Generous Time Off Program - Flexibility to care for you and your family • Wellness Benefits - A variety of world class medical plans to choose from, along with dental, vision, life insurance, and employee assistance programs* • Financial Planning - Retirement program* and Business Travel Insurance • Career Growth - Be valued, Create value approach • Fun Perks - An ergonomic and comfortable in-office / WFH setup. Food & Snacks for in-office employees. • And much more!