Senior Customer Success Manager, Cockroach Labs
East US
$120-160k
Plus commission & stock options
More information about location
Cloud-native, distributed SQL database
Job no longer available
Cloud-native, distributed SQL database
501-1000 employees
Job no longer available
$120-160k
Plus commission & stock options
More information about location
501-1000 employees
Company mission
Cockroach Labs' mission is to make data easy by providing an industry-leading model for resilience, horizontal scalability to accommodate fast-growing businesses, and the ability to move data close to business' customers, wherever they reside across the globe.
Role
Who you are
- Excellent customer facing and consultative skills are essential, as is the ability to understand the customer pain points, define success criteria and critical milestones that lead to production
- We believe that in order for a Customer Success Manager to be successful, they must possess excellent program management skills - with the ability to direct multiple workstreams simultaneously
- While not a purely technical role, our CSMs must also have an expert understanding of our products and services, of general database technology and our competitive landscape and the ecosystem that CockroachDB operates within to be able to translate customer business needs into technical solutions
- 5-7+ years of experience in the SaaS environment as a Customer Success Manager, or Technical Account Manager with a proven success record
- 3-5+ years of experience interacting with Enterprise-scale customers in-person and creating and delivering business reviews
- Experience working in a dynamic, scale-up environment where urgency and entrepreneurship are key. A high-level of accountability and ability to influence through trust and confidence are essential
- Experience working within a highly-collaborative sales and delivery team and ability to adapt to different working styles and needs
- Strong knowledge of databases, distributed systems, and modern enterprise software architecture as it relates to how customers use these technologies to solve business needs
- Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements
- Customer Success Manager certification is desired
What the job involves
- Our Customer Success Managers are trusted advisors to our valued customers and, in collaboration with Sales, must build trust and confidence through urgency and influence to get deeper and expand accounts while preventing churn
- Our Customer Success Managers help fully onboard our CockroachDB customers, lead them to production, lead them to fully utilize its potential, and allocate resources, while proactively alleviating roadblocks
- Act with urgency in all customer matters, ensuring a best-in-class customer experience
- Through implementation of the Cockroach Labs Customer Success Plan, own and ensure a successful customer experience from onboarding to adoption and expansion, while continuously driving the consumption of CockroachDB
- Work closely with customers to identify and eliminate frictions, promoting smoother adoption and implementation of CockroachDB
- Drive customer capability with CockroachDB through proactive identification of training needs and delivery of targeted enablement programs
- Liaise between customers and Cockroach Labs Support to ensure an optimized issue resolution experience - smoothing the adoption curve for the customer
- Collaborate with the Cockroach Labs Professional Services Team to present personalized, frictionless solutions that meet the unique needs of each customer
- Through reviews and assessments of customer consumption , find opportunities for expansion and collaborate with the Account Executive and Sales Engineer to grow annual recurring revenue (ARR)
- Deliver regular customer-facing business reviews that highlight achievements and set the stage for future collaborations; report on status of action plans to address at-risk relationships
- Foster ongoing, and, develop new customer relationships, ensuring that customers continue to increase their utilization of CockroachDB - further driving ARR
- Partner with the Cockroach Labs Product Management Team (PM) to ensure customer feature requests are reviewed and feedback provided. Stay closely aligned with PM on the CockroachDB product roadmap, to proactively identify customer needs that fit new features
- Continuously, proactively suggesting upgrades and enhancements that increase value and drive further consumption
- In your first 30 days, you will learn about CockroachDB and the internal Cockroach Labs landscape
- During this time, it’s important for you to establish internal relationships across Sales, Product Management, and Engineering to effectively navigate resources that can help you in your role
- You will shadow senior members of the Customer Success Team and familiarize yourself with the CSM life at Cockroach Labs, while integrating into the broader organization
- During this time it is important to ask questions that clarify and help build your confidence toward working independently
- After 30 days, you will begin to build your Book of Business (BoB) from assigned accounts and establish individual relationships within your customers
- You will assess needs across your BoB and build action plans that proactively address issues
- You will begin to report on customer health and adopt our Customer Success Plan strategy as your playbook to ensure successful customer experiences
- After 60 days you will broaden your BoB further with additional assigned customers and establish your position as a trusted advisor to your customer, while maintaining urgency and focus, leading customers to production and beyond
Our take
Cockroach Labs was founded by a team of ex-Google employees who wanted to build a database management system similar to Google’s Spanner. The result is CockroachDB, an open-source distributed SQL database. It offers local or global scaling with familiar SQL, failproof fault tolerance, and guaranteed transaction consistency, and can be deployed across any cloud.
Maintaining full SQL compliance with global cloud capabilities will help Cockroach Labs take advantage of the wave of companies needing to scale their existing SQL databases onto the cloud. Cockroach Labs grew from a $2 billion valuation to $5 billion in under a year, proving itself as an enticing and approachable prospect in this developing sector.
It already commands a high-end raft of clients including Comcast, Bose, and Baidu - but competition is stiff, particularly with industry giants like Oracle and AWS. Its hope is that CockroachDB’s high failure tolerance and geo-distribution will provide attractively swift functionality whilst allowing customers to remain within their legal jurisdictions - and will prove pivotal in 5G use cases. Its success to date, targeted updates to ease network migrations, and its recent expansion into EMEA markets, suggest it has a strong shot.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Dec 2021
$278m
SERIES F
Jan 2021
$160m
SERIES E
Total funding: $633.2m
Company benefits
- Employee referral bonus + donation match
- Connect and Contribute days
- Flexible Working
- Spring Health and an Employee Assistance Program to provide free counseling and support mental health
- $2500 annually to support learning and development through workshops, conferences, and networking events
- We dedicate company time to bond over everything from trivia and karaoke to paint-alongs and fitness classes
- Flexible Time Off
- 100% health insurance coverage & One Medical membership
- Gym discounts & free Citibike membership
- FSA
- 401(k)
- 12 weeks of paid parental leave & $500 in baby bucks
- Relocation Support
Company values
- Commit to Excellence
- Respect Each Other
- Establish Balance
- Communicate Openly & Honestly
Company HQ
Chelsea, New York, NY
Articles
Leadership
Spencer Kimball
(Co-founder & CEO)Worked at WeGo Systems as CTO for 3 years before joining Google as a Software Engineer for almost 10 years. Also, previous CTO of Viewfinder and Engineer at Square.
Peter Matiss
(CTO)Previously Software Engineer at Square, Co-Founder at Viewfinder and Software Engineer at Google.
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