Couchbase, Inc. - Engagement Manager
Requirements
• Essential • SaaS customer success, consulting, or engagement management • Proven track record managing: • Enterprise / strategic accounts • Complex, multi-stakeholder environments • Strong commercial acumen (understands renewals, expansion, ARR impact) • Leadership Profile • Leadership Profile • Operates with high autonomy and accountability • Influences senior stakeholders internally and externally • Strong problem solver and structured thinker • Able to navigate ambiguity and drive outcomes • Preferred • Data platforms / databases / cloud technologies • Consulting or program delivery • Familiarity with: • Customer success platforms and CRM systems • Reporting Line & Structure • Works closely with: • Account Executives • Customer Success Managers • Solutions Engineering • Support & Product
Responsibilities
• 1. Strategic Customer Engagement • Own and lead delivery strategy for a portfolio of strategic / enterprise customers • Build strong relationships with: • Executive stakeholders • Technical leaders • Align customer objectives with platform capabilities and roadmap • 2. Value Realisation & Outcomes • Define and track clear statements of work, success metrics, and business outcomes • Ensure customers achieve: • Adoption milestones • ROI from investment • Proactively identify risks to value delivery and drive mitigation • 3. Complex Programme Leadership • Lead large, multi-phase customer delivery engagements (implementations, expansions, migrations, transformations) • Coordinate across: • Solutions Engineering • Ensure delivery is aligned to agreed outcomes and timelines • 4. Commercial Alignment & Growth • Partner closely with: • Account Executives • Customer Success Managers • Expansion opportunities • Provide insight into: • Risk and growth signals • 5. Executive Stakeholder Management • Act as a trusted advisor at C-level and senior leadership level • Executive business reviews (EBRs) • Strategic planning sessions • Communicate value, progress, and risks clearly • 6. Risk Management & Escalation • Identify and manage: • Adoption challenges • Stakeholder misalignment • Lead resolution of complex issues and escalations • 7. Operating Discipline & Governance • Establish clear: • Engagement plans • Lightweight governance structures • Success criteria • Ensure consistent execution across global accounts • 8. Feedback & Continuous Improvement • Capture customer insights and feed into: • Product roadmap • Go-to-market strategy • Identify opportunities to improve: • Customer journeys • Engagement model • Success Measures • Success Measures • On-time delivery of engagements • Achievement of defined customer outcomes and ROI • Strong executive-level relationships and customer satisfaction • Reduction in escalations and improved account health • High renewal and retention rates across assigned accounts • Expansion / growth influenced within strategic accounts
Benefits
• Modern customer experiences need a flexible cloud database platform that can power applications spanning from cloud to edge and everything in between. Couchbase’s mission is to simplify how developers and architects develop, deploy and consume modern applications wherever they are. We have reimagined the database with our fast, flexible and affordable cloud database platform Capella, allowing organizations to quickly build applications that deliver premium experiences to their customers– all with best-in-class price performance. More than 30% of the Fortune 100 trust Couchbase to power their modern applications and build innovative new ones. See our recent awards to learn why Couchbase is a great place to work.We are honored to be a part of the Best Places to Work Award for the Bay Area and the UK. Couchbase offers a total rewards approach to benefits that recognizes the value you create here, so that you in turn may best serve yourself and your family. Some benefits include: • Generous Time Off Program - Flexibility to care for you and your family • Wellness Benefits - A variety of world class medical plans to choose from, along with dental, vision, life insurance, and employee assistance programs* • Financial Planning - Retirement program* and Business Travel Insurance • Career Growth - Be valued, Create value approach • Fun Perks - An ergonomic and comfortable in-office / WFH setup. Food & Snacks for in-office employees. • Note: some programs are not applicable to all countries. Please discuss with a Couchbase recruiter to learn more. • Learn more about Couchbase:News and Press ReleasesCouchbase CapellaCouchbase BlogInvestors
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