Enterprise Customer Success Manager

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

📋 Description

• Engage and support customers at every stage of their lifecycle: from onboarding and adoption to expansion, retention, and advocacy.

• Guide new clients through the onboarding process for MariaDB deployments, advising on best practices to maximize customer value.

• Establish a consistent meeting schedule with the designated portfolio.

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

• Gain insight into customers' data management strategies and effectively communicate enhancements or new strategies utilizing MariaDB capabilities.

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

• Address customer experience challenges proactively, working with Technical Support to understand issues and serving as an escalation contact.

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

• Conduct regular business reviews with accounts to demonstrate value and learn about their business goals and priorities.

• Promote customer participation in company initiatives such as webinars, roadshows, and product feedback sessions.

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

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

• Clearly communicate growth plans, expectations, and successes, ensuring they are documented and tracked within success plans.

• Effectively convey customer needs to other teams and act as a champion for customers within the organization.

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

• Manage and maintain the customer portfolio to achieve the company's Net Retention goals.

⛳️ Requirements

• Consistently represent the company in an informed and professional manner.

• Possess a blend of technical knowledge, intellectual curiosity, and skills in building interpersonal relationships.

• Experience in supporting customers within the public sector.

• Exceptional time management and organizational abilities.

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

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

• Strong understanding of customer success principles.

• In-depth knowledge of MariaDB features, architecture, and typical use cases in enterprise solutions.

• Ability to discuss new features and quickly address recent releases of MariaDB.

• High attention to detail.

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

🏝️ Benefits

• Health insurance

• Life and disability insurance

• Funding for professional development resources

• Flexible Paid Time Off (FPTO)

• Paid holidays

• 401 (k)

• Parental leave

• A significant degree of flexibility and freedom