Principal Customer Success Manager, Couchbase
$145.3-162.8k
Operational data platform for AI
Job no longer available
Operational data platform for AI
501-1000 employees
Job no longer available
$145.3-162.8k
501-1000 employees
Company mission
To simplify how organizations develop, deploy, and run modern applications wherever they are.
Role
Who you are
- 8–10 years of experience in Customer Success, Technical Account Management, Account Management, or similar customer-facing roles
- Experience supporting enterprise SaaS, database, or infrastructure platforms
- Ability to work with technical stakeholders such as developers, architects, and engineering teams
- Strong communication and relationship management skills
- Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight)
- Strategic customer engagement
- Enterprise account management
- Technical solution understanding
- SaaS adoption and retention strategies
- Cross-functional collaboration
- Executive communication
- Studies show underrepresented talent is less likely to apply unless they meet all the criteria. We encourage you to apply if you’re excited about the role and can bring strong contributions to our team
Desirable
- Experience with distributed databases, NoSQL, or cloud platforms
- Familiarity with modern application architectures such as microservices and cloud-native environments
- Experience supporting customers running large-scale or mission-critical production systems
What the job involves
- The Principal Customer Success Manager (CSM) is responsible for managing strategic and enterprise customer relationships to ensure successful adoption, value realization, and long-term retention of Couchbase’s database and data platform solutions. This individual contributor role partners closely with Sales, Support, Product, and Professional Services to help customers deploy and scale Couchbase in mission-critical production environments
- The Principal Customer Success Manager acts as a trusted advisor to technical and executive stakeholders, ensuring customers achieve measurable business outcomes while identifying opportunities for expansion and long-term partnership
- Serve as the primary post-sales point of contact for a portfolio of enterprise and strategic customers
- Build strong relationships with customer stakeholders including engineering leaders, architects, and executives
- Conduct regular business reviews and success planning sessions with customers
- Guide customers through onboarding, deployment, and adoption of Couchbase solutions
- Help customers align product capabilities with their technical and business objectives
- Monitor product usage and adoption trends to ensure customers achieve maximum value
- Partner with Sales and Renewals teams to support successful subscription renewals
- Identify opportunities for expansion such as additional workloads, environments, or product capabilities
- Develop account success plans to drive long-term customer growth
- Act as a customer advocate internally, representing customer needs and feedback to Product and Engineering teams
- Promote customer success stories, references, and case studies
- Support strategic customer engagements and executive briefings
- Monitor customer health indicators and proactively address adoption risks
- Manage escalations and coordinate internal teams to resolve technical or operational issues
- Develop recovery plans for at-risk accounts
- Key Performance Metrics:
- Net Revenue Retention (NRR)
- Customer renewal rate
- Customer adoption and usage growth
- Expansion revenue influence
- Customer satisfaction (CSAT / NPS)
- Customer health score
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.
Share this job