Customer Success Manager, Percona

• Our ideal candidate is someone who has proven experience in a software technology organization
• You will be motivated by building strong customer relationships and driving growth within your account base through solutions selling
• You love to be surrounded by other smart, driven people who are eager to share their knowledge, and will always have your back
• 3+ years of Account Management/Sales/Customer Success experience required, preferably at a subscription-based or open-source software company
• Achievement of retention, growth, and profitability targetsUnderstanding of customer health, using data from various systems to present a holistic view of the customer experience
• Strong understanding of customer success techniques and strategies
• Excellent English written and verbal communication skills
• Experience navigating complex work processes, tight timelines, and changing teams
• Extremely detail-oriented, self-motivated, and organized
• Knowledge of SalesforceKnowledge of marketing tools
• Comfortable working from home or co-working office
• Communication: You express ideas effectively, listen actively, and respond quickly to inquiries and requests from others
• Collaboration: You interact with people effectively, cooperate & support group decisions
• Adaptability: You embrace a global, multicultural environment, and adapt effectively to changing work environments and priorities
• Accountability: You take personal responsibility in the job, complete work as committed, and take ownership of productivity and results in a distributed environment
• Positive attitude
• Willingness to spend time learning and innovating
• Constant desire to improve
• Problem solver and independent thinker

Desirable

• We’re looking for a customer success manager with proven sales and account management experience to join our team
• Achieve monthly/quarterly/annual renewal and expansion targets
• Ability to qualify and negotiate expansion opportunities within existing accounts
• Analyze customer engagement to form accurate forecasts, and to have complete visibility into the renewal pipeline
• Identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead and present at regular remote client meetings
• Work cross-functionally with Customer Success and delivery teams through the customer lifecycle including customer touchpoints, account growth, and renewals, providing transparency and accountability
• Understand a customer’s overall use of Percona’s products, services and drive adoption and success within your assigned customer base
• Act as an internal advocate between customers and business functions (Sales, Marketing, Product, and other teams within Global Services) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s adoption
• Work as a critical part of a broader effort to drive customer engagement, programmatic customer adoption, retention,n and expansion results
• Track and share customer feedback with appropriate teams on an ongoing basis