Enterprise Customer Success Manager

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

📋 Description

• 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 provide guidance on best practices.

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

• Act as a trusted advisor for customers and represent their interests within the organization.

• Gain an understanding of customer data management strategies and suggest enhancements utilizing MariaDB capabilities.

• Identify proactive opportunities to add value for customers.

• Resolve customer experience issues 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 understand customer goals and priorities.

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

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

• Coordinate with Account Executives regarding customer upgrades, migrations, and growth opportunities.

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

• Advocate for customer needs across the organization and champion their interests internally.

• Work collaboratively with other departments to foster customer satisfaction and success.

• Manage the customer portfolio to meet company Net Retention goals.

⛳️ Requirements

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

• Proficiency in English, both written and spoken.

• Technical aptitude, intellectual curiosity, and skills in building interpersonal relationships.

• Exceptional time management and organizational abilities.

• Capability to develop and maintain relationships with C-Level executives.

• Experience in delivering customized ROI analyses for the customer portfolio.

• In-depth knowledge of customer success principles.

• Strong familiarity with MariaDB features, architecture, and typical use cases in enterprise solutions.

• Ability to discuss new features and updates related to MariaDB.

• Keen attention to detail.

• Proficient in identifying and understanding complex business needs associated with MariaDB.

• Must reside in Singapore.

• MariaDB does not provide sponsorship for work visas or relocation.

🏝️ Benefits

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

• Significant flexibility and autonomy in your role.

• Competitive compensation package.

• Opportunities for learning and professional growth.

• An inclusive workplace environment.

• Disability accommodations available during the application and interview process.