Customer Success Advisor

Couchbase

Customer Success Advisor offering proactive architectural support and incident management for Couchbase's enterprise clients. Ensuring long-term stability and success on the Couchbase platform.

Posted 5/18/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $130,000 - $152,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

3+ years in Solutions Architecture, Professional Services, or Technical Account Management, specifically within the enterprise software space.
Proven track record of managing and optimizing large-scale distributed database deployments.
A commitment to being a "Guardian" of customer success, modeling a proactive mindset that moves beyond transactional ticket handling.

Benefits

Comp & perks

Generous Time Off Program - Flexibility to care for you and your family
Wellness Benefits - A variety of world class medical plans to choose from, along with dental, vision, life insurance, and employee assistance programs*
Financial Planning - Retirement program* and Business Travel Insurance
Career Growth - Be valued, Create value approach
Fun Perks - An ergonomic and comfortable in-office / WFH setup. Food & Snacks for in-office employees.
And much more!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Solutions ArchitectureTechnical Account ManagementEnterprise SoftwareDatabase DeploymentsArchitecture ReviewsPerformance TuningRoot Cause AnalysisTechnical DocumentationIncident ManagementCustomer Implementation

Soft Skills

LeadershipCommunicationProactive MindsetCustomer AdvocacyCollaborationProblem SolvingAnalytical ThinkingCustomer Success OrientationAdaptabilityStakeholder Management