Principal Customer Success Manager

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

📋 Description

• Act as the main point of contact after sales for a portfolio of enterprise and strategic clients.

• Cultivate strong relationships with customer stakeholders, including leaders in engineering, architects, and executives.

• Perform regular business reviews and planning sessions focused on customer success.

• Assist customers throughout the onboarding, deployment, and adoption phases of Couchbase solutions.

• Help customers align product features with their technical and business goals.

• Track product usage and adoption trends to ensure customers derive maximum value.

• Collaborate with Sales and Renewals teams to facilitate successful subscription renewals.

• Identify opportunities for expansion, such as additional workloads, environments, or product features.

• Create account success plans to promote long-term customer growth.

• Serve as an internal advocate for customers, conveying their needs and feedback to Product and Engineering teams.

• Share customer success stories, references, and case studies.

• Assist with strategic customer interactions and executive briefings.

• Monitor customer health indicators and proactively manage adoption risks.

• Handle escalations and coordinate with internal teams to resolve technical or operational challenges.

• Develop recovery plans for accounts at risk.

⛳️ Requirements

• 8–10 years of experience in Customer Success, Technical Account Management, Account Management, or similar customer-facing roles.

• Experience with enterprise SaaS, database, or infrastructure platforms.

• Capability to work with technical stakeholders, including developers, architects, and engineering teams.

• Excellent communication and relationship management skills.

• Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight).

🏝️ Benefits

• Generous Time Off Program - Flexibility to care for you and your family.

• Wellness Benefits - A variety of world-class medical plans to choose from, along with dental, vision, life insurance, and employee assistance programs.

• Financial Planning - Retirement program and Business Travel Insurance.

• Career Growth - Be valued, Create value approach.

• Fun Perks - An ergonomic and comfortable in-office/WFH setup. Food & Snacks for in-office employees.

• And much more!