Customer Success Manager

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

📋 Description

• Assist and engage with customers during their onboarding, adoption, expansion, retention, and advocacy phases.

• Guide new clients through the onboarding process for MariaDB deployment and provide consultation on best practices.

• Establish a regular meeting schedule with the designated customer portfolio.

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

• Understand customer data management strategies and suggest enhancements utilizing MariaDB capabilities.

• Identify proactive opportunities to add value to the customer experience.

• Address customer experience challenges and serve as an escalation point for Technical Support.

• Collaborate with Sales Engineers and Professional Services on upgrades, migrations, deployments, and maintenance tasks.

• Conduct regular business reviews to demonstrate value and comprehend customer objectives.

• Encourage customer involvement in webinars, roadshows, and product feedback initiatives.

• Measure, manage, and enhance customer health, engagement, and value realization.

• Work with Account Executives on customer upgrades, migrations, and growth strategies.

• Document and monitor growth plans, expectations, and achievements in success plans.

• Relay customer needs across the organization and advocate for customers internally.

• Collaborate with other departments to enhance customer satisfaction and success.

• Manage and sustain the customer portfolio in alignment with the company's Net Retention goals.

⛳️ Requirements

• 2–4 years of experience in customer-facing positions within the enterprise software sector.

• Proficient in speaking and writing in English.

• Professional representation of the organization.

• A blend of technical knowledge, intellectual curiosity, and relationship-building capabilities.

• Excellent time management and organizational skills.

• Ability to establish and maintain relationships with C-level executives.

• Capability to deliver customized ROI analysis for the customer portfolio.

• Comprehensive understanding of customer success principles.

• Strong knowledge of MariaDB features, architecture, and typical enterprise use cases.

• Ability to discuss new MariaDB features and updates.

• High level of attention to detail.

• Proficiency in identifying and understanding complex business needs related to MariaDB.

• Must be able to work in India; MariaDB does not offer work visa sponsorship or relocation assistance.

• Willingness to travel up to 40% within the region.

🏝️ Benefits

• 25 days of paid annual leave (in addition to holidays).

• Significant flexibility and autonomy.

• Competitive compensation package.

• Opportunities for learning and growth.

• An inclusive workplace environment.

• Disability accommodations available during the application and interview process.