Couchbase

Customer Success Manager

• 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.
• 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.
• 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.
• 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.
• 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.

Principal Customer Success Manager