Customer Success Advisor, Couchbase
$130-152k
Operational data platform for AI
Posted today
Operational data platform for AI
501-1000 employees
Posted today
$130-152k
501-1000 employees
Company mission
To simplify how organizations develop, deploy, and run modern applications wherever they are.
Role
Who you are
- Deep Technical Fluency: Expert-level knowledge of NoSQL concepts, Couchbase Server (EE), and Capella (DBaaS)
- Architectural Vision: Ability to understand complex, end-to-end distributed systems and document them clearly for both technical and non-technical stakeholders
- Collaborative Problem-Solving: Proven ability to navigate high-pressure support situations while maintaining professional, trust-based relationships with customer engineering teams
- Strategic Thinking: Capability to translate technical performance and reliability metrics into business impact and long-term stability for revenue-critical applications
- If you see a role that excites you, but don’t meet every qualification, we still encourage you to apply
Desirable
- Experience: 3+ years in Solutions Architecture, Professional Services, or Technical Account Management, specifically within the enterprise software space
- Domain Expertise: Proven track record of managing and optimizing large-scale distributed database deployments
- Couchbase Values: A commitment to being a "Guardian" of customer success, modeling a proactive mindset that moves beyond transactional ticket handling.Success Metrics
What the job involves
- As a Customer Success Advisor, you are the dedicated technical partner for our most strategic enterprise accounts
- Operating within the Customer Success organization, you bridge the gap between reactive support and proactive architectural guidance. Your mission is to de-risk mission-critical applications by building deep familiarity with a customer’s specific environment—their data systems, topology, and engineering teams—to ensure long-term stability and success on the Couchbase platform
- Upgrade Planning & Execution: Lead the planning and advisory for Enterprise Edition (EE) upgrades, identifying technical hurdles early to ensure smooth transitions
- Environment Maintenance: Maintain detailed documentation of customer implementation details, including architecture diagrams, version numbers, and topology info
- Technical Health Boosting: Perform regular architecture reviews and performance tuning to identify trends and develop action plans that prevent "Technical Churn”
- Strategic Reviews: Lead and own technical action items for Quarterly Business Reviews (QBRs) and weekly case reviews to align Couchbase outcomes with customer business goals
- Support Orchestration: Work alongside Support Engineering during active incidents, providing the deep architectural context necessary to expedite resolution
- Customer Communication: Act as the primary point of contact for technical communications during a support ticket’s lifecycle, keeping customer teams informed on progress
- Post-Incident Management: Own the post-incident recovery process, involving the Root Cause Analysis (RCA) and recommending medium-to-long term fixes to prevent recurrence
- Product Advocacy: Serve as an interface to Product Management and Engineering,advocating for customer requirements and feeding real-world feedback back into the roadmap
- Team Collaboration: Partner closely with Customer Success Managers (CSMs) and Account Teams to identify expansion opportunities and ensure the value of the Platinum Support tier is fully realized
- Measures of success (12-18 months):
- Resolution Velocity: Significant reduction in the time-to-resolution for complex customer support tickets through the application of deep account context
- Upgrade Success Rate: 100% successful execution of planned customer upgrades with zero unplanned downtime
- Technical Churn Prevention: 0% churn attributed to unaddressed technical blockers or recurring architectural issues
- Customer Satisfaction: High satisfaction scores from strategic technical champions within assigned accounts regarding proactive guidance and incident communication
Our take
Critical functions for digital businesses such as computing and storage have become cheaper by orders of magnitude with the advent of cloud computing. However, these businesses still face the challenge of architecting their services under this paradigm. Couchbase’s NoSQL database is designed to help organizations build scalable, distributed systems that take advantage of cloud-native infrastructure.
The company's major bets on Kubernetes, mobile and NoSQL have paid off too. With many large enterprises now treating Couchbase as mission-critical infrastructure, a trajectory that culminated because of ts 2021 IPO. While it operates in a highly competitive database market, the company has continued to grow post-IPO and is now positioning itself around the next shift in enterprise architecture: AI-native applications.
The recent launch of Couchbase AI Services reflects an effort to unify operational data, vector search and model hosting within a single platform, reducing the complexity that often prevents generative AI and agent-based systems from moving beyond proof-of-concept. By embedding governance, validation and security controls directly into the data layer, Couchbase is aiming to make its database a core foundation for production AI workloads.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
May 2020
$105m
SERIES G
Mar 2016
$30m
SERIES F
Total funding: $251m
Company HQ
Cypress, San Jose, CA
Leadership
BJ Schaknowski
(CEO)Prior to joining Couchbase in 2025, BJ was the CEO of symplr. He also served as the Chief Sales & Marketing Officer at Vertafore and as an SVP of Marketing, Sales & Services at LexisNexis Software Solutions.
Veronica Curran
(CPO)Veronica Previously founded Magnolia People Solutions where she served as a Managing Partner for nearly 2 years. Prior to that, she was the Chief People and culture Officer at SmartBear and the CPO at Alumni Ventures Group.
Gopi Duddi
(CTO)Gopi joined Couchbase in 2022 as an SVP of Engineering, moving into the role of CTO in 2025. Prior to this, he spent 10 years at Amazon AWS, joining in 2012 as a Senior Manager of Database Services before moving into the role of GM. He also spent 7 years at IBM In various Managerial roles.
Josh Harbert
(CMO)Josh is also the co-founder and President of SustainableIT.org. Previously, he served as the CMO at Delphix and the VP of Marketing at Tanium and Qumulo.
Amir Jafari
(CFO)Amir is also the CFO/Head of Finance & Operations at Blend. Previously, he served as the CFO at Plastiq and Reputation.com.
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