Category-defining tech. Career-defining work.

Lots of tech companies disrupt. But many fail when they try to scale. Were different. CockroachDB makes it easier for companies to build and scale apps. This is how and why were helping some of the most innovative companies on the planet. We tackle problems head-on and focus on solutions that create lasting impact.

Because when our customers win we all win.

The Role

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 customers 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 Toronto NYC or Austin to be eligible for this role.

You Will

• Own 812 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.

The Expectations

In your first 30 days youll 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 youll 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 youll 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 youll independently own a portfolio of accounts lead customer conversations and drive execution against Customer Success Plans. Youll proactively identify risks and expansion opportunities run Executive Business Reviews and coordinate cross-functional teams to ensure customers are realizing measurable value from CockroachDB.

You Have

• 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 customers current (and future) database requirements

Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process please email us at .

Cockroach Labs has a hybrid work model with Roachers that are local to one of our offices coming in on Mondays Tuesdays and Thursdays and working flexibly the rest of the week. While weve learned valuable lessons working remotely nothing can replace the connection creativity and fun that occurs when Roachers get together and we are committed to fostering a workplace that encourages collaboration and allows us all to do our best work.

Benefits

• Stock Options
• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Professional Development Funds
• Flexible Time Off
• Paid Holidays
• Paid Sick Days
• Paid Parental Leave
• Retirement Benefits
• Mental Wellbeing Benefits
• And more!