Senior Customer Success Manager, Cockroach Labs
+ Stock Options
More information about location
Distributed SQL for always-on customer experiences
Be an early applicant
Distributed SQL for always-on customer experiences
501-1000 employees
Be an early applicant
+ Stock Options
More information about location
501-1000 employees
Company mission
To simplify how businesses build and operate world-changing applications.
Role
Who you are
- 6 - 8 years of experience as a Customer Success Manager, Project Manager or Technical Account Manager with a proven success record
- 3+ years of experience managing high-value, strategic accounts
- Experience working with sales teams
- Knowledge of databases, distributed systems, and modern enterprise software architecture
- Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements
What the job involves
- Our Customer Success Managers are trusted advisors to enterprise customers, owning the relationship from onboarding through long-term value realization
- Partnering closely with Sales, they build credibility and influence by acting with urgency, advocating internally for the customer, and driving alignment across teams
- In this role, you own the customer’s path to value realization
- You translate business goals into clear success criteria, manage critical milestones, and ensure customers achieve tangible value from CockroachDB while proactively managing risks, renewal health, and identifying expansion opportunities
- Our Customer Success Managers require strong program management skills and the ability to coordinate multiple workstreams simultaneously
- While not a technical role, CSMs must develop deep product knowledge, understand database technologies and the competitive landscape, and confidently connect customer pain points to effective solutions
- You must be based in London, UK to be eligible for this role
- Own 8–12 strategic accounts end to end, including onboarding, adoption, health, risk management, renewals, and expansion
- Define and execute Customer Success Plans aligned to customer business objectives, usage, ROI, and time-to-value
- Lead Executive Business Reviews, presenting outcomes, risks, and recommendations to senior and C-level stakeholders
- Manage enablement and technical rollout initiatives, coordinating with Engineering, Product, Support, and Professional Services to remove blockers
- Serve as the primary point of coordination across the account team (Account Executive, Sales Engineer, Support, and Services) to ensure seamless customer coverage
- Develop a deep understanding of customer business needs and translate them into technical and operational requirements for Cockroach Labs
- Proactively identify, qualify, and partner with Sales on expansion opportunities to grow ARR
- Monitor customer health and product consumption, recommending upgrades or enhancements to increase value and adoption
- Track, forecast, and report on key success metrics, including renewal risk, NRR, churn, CSAT/NPS, and time-to-value
- Design and continuously improve scalable Customer Success processes, playbooks, health models, and reporting
- In your first 30 days, you’ll ramp quickly on CockroachDB, its core architecture, strengths, and best-fit use case so you can confidently speak to customer problems and solutions
- During this time, you’ll also focus on building strong internal relationships across Sales, Product, Engineering, and Support, learning how to navigate the organization and mobilize the right resources to support customers effectively
- By 60 days, you’ll begin actively participating in day-to-day CSM tasks, shadowing ongoing customer engagements and taking ownership of defined portions of account governance
- This includes contributing to customer meetings, tracking action items, identifying risks, and supporting adoption and enablement efforts alongside the broader account team
- After three months, you’ll independently own a portfolio of accounts, lead customer conversations, and drive execution against Customer Success Plans
- You’ll proactively identify risks and expansion opportunities, run Executive Business Reviews, and coordinate cross-functional teams to ensure customers are realizing measurable value from CockroachDB
Salary benchmarks
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 that delivers familiar SQL, strong consistency, and near-indestructible fault tolerance. Designed to scale locally or globally and deployed on any cloud or on-prem setup, it keeps mission-critical applications running even through hardware failures or full data-center outages.
A major milestone in the company's growth is its partnership with IBM ,which integrates CockroachBD into IBM's hybrid infrastructure. This makes it far easier for long-standing mainframe users to modernize without rewriting massive amounts of code. Running CockroachDB on systems like LinuxONE, Linux on Z, Power Systems, and Red Hat OpenShift helps organizations adopt cloud-native architectures while staying in environments they trust. At the same time, enterprise demand is surging and the company is boasting significant year-on-year growth in new customers, ARR, and cloud adoption.
As applications become more global, always-on, and increasingly AI-driven, businesses need databases built for scale, resilience, and zero downtime. And CockroachDB was engienered for exaclt ythat. With a decade of innovation, expanding enterprise traction, and a leadership team experienced in scaling high-growth tech companies, Cockroach Labs is set to power the next generation of mission-critical applications.
Steph
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Dec 2021
$278m
SERIES F
Jan 2021
$160m
SERIES E
Total funding: $633.2m
Company benefits
- Competitive Health Insurance Coverage
- Paid Parental Leave
- Flexible PTO
- Learning & Development
- Relocation Support
- Employee Referral Bonus
Company HQ
Chelsea, New York, NY
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
(Co-Founder & CTO)Previously a Software Engineer at Square, Co-Founder at Viewfinder and a Software Engineer at Google.
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