Couchbase

Customer Success Manager

• Lead the planning and advisory for Enterprise Edition (EE) upgrades, identifying technical hurdles early to ensure smooth transitions.
• Maintain detailed documentation of customer implementation details, including architecture diagrams, version numbers, and topology info.
• Perform regular architecture reviews and performance tuning to identify trends and develop action plans that prevent "Technical Churn".
• Lead and own technical action items for Quarterly Business Reviews (QBRs) and weekly case reviews to align Couchbase outcomes with customer business goals.
• Work alongside Support Engineering during active incidents, providing the deep architectural context necessary to expedite resolution.
• Act as the primary point of contact for technical communications during a support ticket’s lifecycle, keeping customer teams informed on progress.
• Own the post-incident recovery process, involving the Root Cause Analysis (RCA) and recommending medium-to-long term fixes to prevent recurrence.
• Serve as an interface to Product Management and Engineering, advocating for customer requirements and feeding real-world feedback back into the roadmap.
• Partner closely with Customer Success Managers (CSMs) and Account Teams to identify expansion opportunities and ensure the value of the Platinum Support tier is fully realized.

Customer Success Advisor