Associate Customer Success Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Support and interact with customers throughout all phases of their customer lifecycle: onboarding, adoption, expansion, retention, and advocacy.

• Assist new customers during the onboarding process for MariaDB deployments.

• Oversee and sustain the automated program that serves relevant accounts within the portfolio.

• Establish a regular meeting schedule with the assigned portfolio.

• Serve as a trusted advisor and advocate for customers within the organization.

• Comprehend customers' data management strategies and effectively communicate additional enhancements and/or new strategies for their MariaDB implementations with minimal oversight.

• Identify proactive opportunities to collaborate with and provide value to customers.

• Address customer experience issues promptly, working with Technical Support to understand the customer's concerns and serving as an escalation point of contact.

• Collaborate with Sales Engineers and Professional Services to identify suitable services for MariaDB upgrades, migrations, deployments, and/or maintenance.

• Conduct regular business reviews within accounts to demonstrate value and learn about business objectives and priorities.

• Promote customer involvement in company initiatives (Webinars, Roadshows, Product Feedback, etc.).

• Accountable for measuring, managing, and enhancing customer health, engagement, and value realization.

• Coordinate with Account Executives to ensure the upgrade, migration, and/or growth of the customer portfolio.

• Clearly articulate growth plans, expectations, and achievements; documented and tracked within success plans.

• Manage and sustain the customer portfolio to meet the company's Net Retention goals.

⛳️ Requirements

• 1-2 years of relevant experience (customer support, entry-level account management, or recent graduates).

• Capability to develop and maintain relationships at the C-Level.

• Ability to deliver customized ROI analysis for your customer portfolio with minimal supervision.

• Understanding of customer success principles.

• Basic knowledge of relational databases, particularly MariaDB concepts and features.

• Ability to discuss new features and quickly address updates to MariaDB.

• Communicates effectively at all levels with confidence.

• Produces persuasive, clear, and concise emails and presentations for diverse audiences with minimal guidance.

🏝️ Benefits

• Health insurance

• Life insurance

• Disability insurance

• Funds towards professional development resources

• Flexible Paid Time Off (FPTO)

• Paid holidays

• Parental leave