Customer Success Manager

Customer Success Manager

At Yugabyte, we are on a mission to become the default transactional database for enterprises building cloud-native applications. YugabyteDB is our PostgreSQL-compatible distributed database for cloud-native apps. Resilient, scalable, and flexible, it runs on any cloud and enables developers to become instantly productive using well-known APIs. We are looking for talented and driven people to join us on our ambitious mission and help us build a lasting and impactful company. The transactional database market is estimated to grow to $64B by 2025. YugabyteDB is cloud-native by design, has on-demand horizontal scalability, and supports geographical distribution of data using built-in replication. This means that we are well-positioned to meet market demand for geo-distributed, high-scale, high-performance workloads. Join the Database Revolution at Yugabyte. Modern applications need a cloud-native database that eliminates tradeoffs and silos. YugabyteDB retains the power and familiarity of PostgreSQL by pairing its trusted API with a precision-engineered, distributed, cloud-native architecture. Even better, it's 100% open source. Many of the world's leading enterprises are migrating from legacy RDBMSs (like Oracle, SQL Server, and DB2) to YugabyteDB, to meet their mission-critical app demands.

We're seeking an experienced Customer Success Manager to join our team at Yugabyte. As a key partner to our enterprise customers, you'll be instrumental in helping them achieve their business outcomes using YugabyteDB. You'll work closely with customers, building strong relationships and ensuring their success from implementation through expansion.

This role is ideal for a seasoned professional with a background in the tech industry, who excels at strategic relationship management and problem-solving. While a developer background isn't required, you must be comfortable with technical discussions and have a solid understanding of modern database technologies.

The Role

As a Customer Success Manager (CSM) at Yugabyte, you will be the primary advocate for a portfolio of our largest, most strategic customers. You will guide them on their journey with YugabyteDB, ensuring they realize maximum value from their investment. This is a highly visible, hands-on role that blends technical expertise with strategic customer relationship management. You'll act as a bridge between the customer and our internal teams, including Support, Engineering, and Product Management.

Responsibilities

• Strategic Relationship Management: Develop and maintain strong, long-lasting relationships with key stakeholders at all levels, from technical teams to executive sponsors.
• Customer Onboarding and Adoption: Lead the post-sale onboarding process, ensuring customers successfully implement and adopt YugabyteDB. Drive product adoption and track key success metrics.
• Project Management: Oversee and manage key customer projects, ensuring timely delivery and successful outcomes. Develop project plans, track progress, and manage risks and dependencies.
• Activity Orchestration: Coordinate internal resources (Support, Engineering, Product) and external partners to deliver seamless customer experiences. Facilitate regular cadences and communication flows to keep all stakeholders aligned and informed.
• Proactive Health Management: Monitor customer health, usage patterns, and key performance indicators (KPIs) to identify and mitigate risks. Conduct regular business reviews to demonstrate value and showcase return on investment (ROI).
• Account Growth & Expansion: Identify opportunities for account expansion and collaborate with the Sales team to secure renewals and grow the customer footprint.
• Problem Resolution: Act as the first point of escalation for customer issues, working cross-functionally with our Support and Engineering teams to ensure timely and effective resolution.

Recommended Requirements

Experience:

• 5+ years of experience in a customer-facing technical role, such as a Customer Success Manager, Technical Account Manager, or Solutions Engineer.
• Proven track record of managing and growing a portfolio of large enterprise accounts.
• Experience with SaaS, PaaS, or DBaaS products is a must.

Technical Skills:

• A solid understanding of database technologies, particularly distributed SQL, NoSQL, or relational databases, is highly preferred.
• Understanding of cloud-native technologies, including Kubernetes, microservices, and public cloud platforms (AWS, GCP, Azure).

Soft Skills:

• Exceptional communication and presentation skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
• Strong de-escalation and negotiation skills
• Problem-solving and analytical abilities.
• Self-motivated, proactive, and a natural collaborator.
• A passion for helping customers succeed and a genuine curiosity about technology.

We feel strongly about equal pay for equal work, and transparency in compensation is one way to help achieve that. The cash compensation for this role is market competitive, with a range of $175,000-$220,000 USD, inclusive of variable/incentive for some roles. As well as equity (when applicable), and benefits including health plans, retirement plans, and unlimited paid time off (PTO). The pay range for this position is a general guideline only and not a guarantee of compensation or salary. The actual pay will vary based on factors including experience, qualifications, and skill level.