Couchbase, Inc. - Principal, Customer Success Manager
Requirements
• 8–10 years of experience in Customer Success, Technical Account Management, Account Management, or similar customer-facing roles. • Experience supporting enterprise SaaS, database, or infrastructure platforms. • enterprise SaaS, database, or infrastructure platforms • Ability to work with technical stakeholders such as developers, architects, and engineering teams. • Strong communication and relationship management skills. • Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight). • Experience with distributed databases, NoSQL, or cloud platforms. • distributed databases, NoSQL, or cloud platforms • Familiarity with modern application architectures such as microservices and cloud-native environments. • Experience supporting customers running large-scale or mission-critical production systems. • Strategic customer engagement • Enterprise account management • Technical solution understanding • SaaS adoption and retention strategies • Cross-functional collaboration • Executive communication • The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. • $145,286—$162,771 USD
Responsibilities
• Customer Relationship Management • Serve as the primary post-sales point of contact for a portfolio of enterprise and strategic customers. • Build strong relationships with customer stakeholders including engineering leaders, architects, and executives. • Conduct regular business reviews and success planning sessions with customers. • Customer Adoption & Value Realization • Guide customers through onboarding, deployment, and adoption of Couchbase solutions. • Help customers align product capabilities with their technical and business objectives. • Monitor product usage and adoption trends to ensure customers achieve maximum value. • Renewals & Expansion • Partner with Sales and Renewals teams to support successful subscription renewals. • Identify opportunities for expansion such as additional workloads, environments, or product capabilities. • Develop account success plans to drive long-term customer growth. • Customer Advocacy • Customer Advocacy • Act as a customer advocate internally, representing customer needs and feedback to Product and Engineering teams. • Promote customer success stories, references, and case studies. • Support strategic customer engagements and executive briefings. • Risk Management • Risk Management • Monitor customer health indicators and proactively address adoption risks. • Manage escalations and coordinate internal teams to resolve technical or operational issues. • Develop recovery plans for at-risk accounts. • Key Performance Metrics • Net Revenue Retention (NRR) • Customer renewal rate • Customer adoption and usage growth • Expansion revenue influence • Customer satisfaction (CSAT / NPS) • Customer health score
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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