Cockroach Labs

Senior Customer Success Manager

Cockroach Labs

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Job Level

Senior

Tech Stack

Distributed Systems

About the role

  • Own 8–12 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.

Requirements

  • 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 customer's current (and future) database requirements
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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Success ManagementProject ManagementTechnical Account ManagementDatabase KnowledgeDistributed SystemsEnterprise Software ArchitectureProduct AdoptionRisk ManagementMetrics TrackingReporting
Soft Skills
Stakeholder ManagementCommunicationProblem SolvingCollaborationStrategic ThinkingCustomer Relationship ManagementAdaptabilityLeadershipAnalytical SkillsNegotiation