Manager of Customer Success, Cockroach Labs
EMEA
More information about location
3 days a week in office
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
More information about location
3 days a week in office
501-1000 employees
Company mission
To simplify how businesses build and operate world-changing applications.
Role
Who you are
- 8+ years in Customer Success, Account Management, or a related post-sales role in B2B SaaS or enterprise software, with a strong record of driving adoption, renewals, and expansion across a portfolio of customers
- Leadership in high-growth environments. 5+ years leading or mentoring CSMs or similar roles, ideally including experience operating as a “player–coach” while a team scales
- Operational and analytical rigor. Drive to improve metrics and KPIs for customer health and team performance, and using data to prioritize, forecast, and drive continuous improvement
- Customer lifecycle design experience. Experience designing or scaling customer lifecycle programs (onboarding, adoption, risk management, advocacy) and standardizing tools and templates across a team
- Strong cross-functional influence. Proven ability to collaborate with Sales, Product, Support, Professional Services, and Finance to unblock issues, align on priorities, and deliver joint outcomes for customers
- Technical curiosity. Comfort engaging with modern cloud infrastructure and data concepts (e.g., SQL databases, distributed systems, multi-region architectures), with a willingness to deepen your expertise in CockroachDB over time
- Growth and inclusion mindset. A track record of building inclusive, collaborative teams and investing in the development and onboarding of new CSMs
What the job involves
- As a Manager of Customer Success - EMEA, you will be regionally responsible for the performance of our Customer Success Managers, customer adoption and satisfaction, and enablement of customers to achieve the full value of CockroachDB
- You align and manage to the vision and standards for how we engage customers from onboarding and proactive risk management through renewal and expansion, while building a high-performing, customer-centric team
- You will report to the Global Director, Customer Success and work within your region with Sales, Professional Services, Support, Field Engineering, and Product to deliver world-class outcomes for our customers
- Own regional customer health and outcomes. Drive adoption, customer health, satisfaction, and renewals across a portfolio of customers in your region by leading, coaching, and unblocking a team of Customer Success Managers (CSMs)
- Set and scale best practices for customer engagement. Define and continuously improve standards for onboarding, cadence and communication, production planning, risk and issue management, and accountability across your region
- Act as a hybrid player–coach where needed. In earlier stages or in strategic accounts, operate as both a senior CSM and regional leader while the team builds out over time
- Build and manage a high-performing team. Hire, onboard, and develop CSMs; define clear performance criteria; and foster a positive, collaborative culture that aligns with Cockroach Labs’ values
- Drive revenue health in partnership with Sales. Review renewals, expansions, and churn risk on an ongoing basis with account teams; ensure there is a clear plan and ownership for every high-value opportunity and risk
- Standardize tools, templates, and lifecycle programs. Define and maintain a regional customer lifecycle (onboarding → adoption → expansion → renewal) that leverages a standard set of templates, health metrics, and operating mechanisms your CSMs use consistently in the field
- Unblock customers and internal teams. Proactively remove internal barriers that prevent customers from progressing to production, ensuring account teams are supported and directed toward the right technical and operational resources
- Champion cross-functional collaboration. Build strong working relationships with leadership in Product, Education, Support, Sales, and Field Engineering to align on priorities, share customer insights, and influence our roadmap and services
- In your first 30 days, you will:
- Ramp on CockroachDB, our customer journey, and the Customer Success operating model
- Build relationships with your regional CSMs, Sales leaders, and key cross-functional partners
- Review the regional book of business, current health signals, and in-flight risks and initiatives
- In your first 60 days, you will:
- Establish regional operating rhythms (team meetings, forecast and health reviews, deal/risk reviews)
- Align your team on standards for onboarding, cadence, and production planning, and begin to rationalize existing tools and templates
- Take direct ownership of a small number of strategic customers where leadership engagement is required
- In your first 90 days and beyond, you will:
- Adopt a clear, documented regional customer lifecycle and playbook, with associated metrics and KPIs to track progress
- Demonstrate measurable improvements in regional customer health, time-to-production, and renewal/expansion execution
- Partner with Recruiting and Customer Success leadership to plan for future headcount, drive hiring processes, and refine onboarding content for new CSMs in your region
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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