Senior Customer Success Advocate
Aerospike
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
Tech Stack
About the role
- Conduct quarterly business reviews (QBRs) for each assigned account, aligning on business objectives, product utilization, upcoming initiatives, and any risks and/or roadblocks
- Deliver annual cluster health checks for each assigned account assessing customers' Aerospike deployments for performance, scalability, and best practice adherence, and providing actionable insights and recommendations
- Monitor and report on account health synthesizing signals from product usage, support ticket trends, stakeholder engagement, and direct customer feedback to provide leadership with a clear view of portfolio health and risk
- Proactively identify and flag at-risk accounts working cross-functionally with Sales, Support, Product, and Engineering to develop mitigation plans before issues escalate
- Act as the customer's internal advocate channeling feedback and feature requests to Product and Engineering and ensuring the customer's voice is represented in roadmap conversations
- Enable customer success by connecting customers with relevant resources, documentation, best practices, and internal subject matter experts to accelerate adoption and optimize their use of Aerospike
- Build and maintain stakeholder relationships across both technical and business contacts within each account, expanding Aerospike's footprint of trusted relationships beyond a single point of contact
- Document all customer interactions in Salesforce and other internal systems maintaining accurate records of engagement history, health assessments, and action items
- Collaborate closely with Sales to ensure alignment on account, stakeholder, and renewal strategy
Requirements
- 7+ years of experience in Customer Success, Account Management, Client Services, or a similarly customer-facing role, ideally within enterprise software, SaaS, or infrastructure technology
- Demonstrated ability to manage a select group of high-value accounts with a high-touch engagement model and strong attention to relationship depth over breadth
- Technical aptitude and curiosity — you don't need to be a database engineer, but you should be comfortable with the fundamentals of distributed databases, cloud infrastructure, and how enterprise applications are built and scaled
- Experience conducting executive business reviews and engaging comfortably with both technical practitioners and business stakeholders up to the C-suite
- Strong analytical and problem-solving skills, with the ability to interpret product usage data, support trends, and qualitative signals to assess account health and prioritize engagement
- Excellent verbal and written communication skills, with the ability to translate complex technical topics into clear, actionable language for diverse audiences
- Collaborative and cross-functional by nature — this role requires close coordination with Sales, Support, Services, Product, and Engineering as success depends upon working well across all teams
- Prior exposure to database, cloud, and/or infrastructure technologies (e.g., NoSQL, AWS, GCP, Azure) is a significant plus
- A proactive, self-directed work style — you'll operate with a high degree of autonomy and need to stay organized, prioritize effectively, and follow through without close oversight.
Benefits
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementclient servicesanalytical skillsproblem-solving skillstechnical aptitudedistributed databasescloud infrastructureenterprise applicationsexecutive business reviews
Soft Skills
relationship managementcommunication skillscollaborationproactive work styleself-directedorganizational skillsattention to detailstakeholder engagementcross-functional teamworkability to translate technical topics