Enterprise Customer Success Manager

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

📋 Description

• Provide support and engage with customers throughout their journey, including onboarding, adoption, expansion, retention, and advocacy.

• Assist new customers in navigating the MariaDB deployment onboarding process and best practices.

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

• Cultivate trusted advisor relationships and advocate for customers within the organization.

• Gain an understanding of customer data management strategies and suggest enhancements using MariaDB features.

• Identify proactive opportunities to deliver value to customers.

• 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 activities.

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

• Promote involvement in webinars, roadshows, and product feedback initiatives.

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

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

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

• Communicate customer needs across the organization and act as a champion for customers.

• Influence cross-functional teams to enhance customer satisfaction and success.

• Oversee the customer portfolio to meet the company's Net Retention objectives.

⛳️ Requirements

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

• Proficient in spoken and written English.

• Represent the company in a professional manner.

• Possess technical aptitude, intellectual curiosity, and the ability to build relationships.

• Strong time-management and organizational capabilities.

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

• Capability to deliver tailored ROI analyses for the customer portfolio.

• Thorough understanding of customer success principles.

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

• Ability to discuss new MariaDB features and product releases.

• Exceptional attention to detail.

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

• Must reside in Malaysia; MariaDB does not provide sponsorship for work visas or relocation.

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

🏝️ Benefits

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

• Significant flexibility and freedom in the role.

• Competitive compensation package.

• Opportunities for learning and professional growth.

• Collaboration with high-caliber colleagues globally.

• Commitment to an equal opportunity and inclusive workplace.

• Disability accommodations provided during the application and interview process.