Manager, Customer Success

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

📋 Description

• Take ownership of regional customer health and outcomes. Enhance adoption, customer satisfaction, and renewals across a portfolio within your region by leading, coaching, and removing obstacles for a team of Customer Success Managers (CSMs).

• Establish and scale best practices for customer engagement. Continuously define and improve standards for onboarding, communication cadence, production planning, risk and issue management, and accountability throughout your region.

• Serve as a hybrid player-coach when necessary. In initial stages or key accounts, function as both a senior CSM and regional leader while the team expands over time.

• Develop and lead a high-performing team. Recruit, onboard, and cultivate CSMs; establish clear performance metrics; and promote a positive, collaborative culture that aligns with Cockroach Labs' values.

• Enhance revenue health in collaboration with Sales. Regularly review renewals, expansions, and churn risk alongside account teams; ensure clear plans and ownership for every significant opportunity and risk are in place.

• Standardize tools, templates, and lifecycle programs. Define and maintain a regional customer lifecycle (onboarding → adoption → expansion → renewal) that utilizes a unified set of templates, health metrics, and operational mechanisms consistently employed by your CSMs in the field.

• Remove barriers for customers and internal teams. Actively eliminate internal obstacles that hinder customers from advancing to production, ensuring account teams receive the necessary technical and operational support.

• Promote cross-functional collaboration. Build robust relationships with leadership in Product, Education, Support, Sales, and Field Engineering to align on priorities, share customer insights, and influence our roadmap and services.

⛳️ Requirements

• 8+ years of experience in Customer Success, Account Management, or a related post-sales role within B2B SaaS or enterprise software, with a proven track record of driving adoption, renewals, and expansions across a customer portfolio.

• Leadership experience in high-growth environments. 5+ years of leading or mentoring CSMs or similar positions, ideally with experience acting as a “player-coach” during team scaling.

• Operational and analytical rigor. A strong drive to enhance metrics and KPIs related to customer health and team performance, utilizing data to prioritize, forecast, and foster continuous improvement.

• Experience in customer lifecycle design. Proven experience in designing or scaling customer lifecycle programs (onboarding, adoption, risk management, advocacy) and standardizing tools and templates across a team.

• Strong cross-functional influence. Demonstrated ability to collaborate with Sales, Product, Support, Professional Services, and Finance to resolve issues, align on priorities, and deliver joint customer outcomes.

• Technical curiosity. Comfortable engaging with modern cloud infrastructure and data concepts (e.g., SQL databases, distributed systems, multi-region architectures), with a desire to deepen your knowledge of CockroachDB over time.

• Growth and inclusion mindset. A history of building inclusive, collaborative teams and investing in the development and onboarding of new CSMs.

🏝️ Benefits

• Stock Options

• Medical Insurance

• Vision Insurance

• Dental Insurance

• Life and Disability Insurance

• Professional Development Funds

• Flexible Time Off

• Paid Holidays

• Paid Sick Days

• Paid Parental Leave

• Retirement Benefits

• Mental Wellbeing Benefits

• And more!