Customer Success Manager

Yugabyte is on a mission to become the default transactional database for enterprises building cloud-native applications. They are seeking an experienced Customer Success Manager to help enterprise customers achieve their business outcomes using YugabyteDB, guiding them from implementation through expansion while building strong relationships and ensuring their success.

Responsibilities:

• Develop and maintain strong, long-lasting relationships with key stakeholders at all levels, from technical teams to executive sponsors
• Lead the post-sale onboarding process, ensuring customers successfully implement and adopt YugabyteDB. Drive product adoption and track key success metrics
• Oversee and manage key customer projects, ensuring timely delivery and successful outcomes. Develop project plans, track progress, and manage risks and dependencies
• Coordinate internal resources (Support, Engineering, Product) and external partners to deliver seamless customer experiences. Facilitate regular cadences and communication flows to keep all stakeholders aligned and informed
• Monitor customer health, usage patterns, and key performance indicators (KPIs) to identify and mitigate risks. Conduct regular business reviews to demonstrate value and showcase return on investment (ROI)
• Identify opportunities for account expansion and collaborate with the Sales team to secure renewals and grow the customer footprint
• Act as the first point of escalation for customer issues, working cross-functionally with our Support and Engineering teams to ensure timely and effective resolution

Requirements:

• 5+ years of experience in a customer-facing technical role, such as a Customer Success Manager, Technical Account Manager, or Solutions Engineer
• Proven track record of managing and growing a portfolio of large enterprise accounts
• Experience with SaaS, PaaS, or DBaaS products is a must
• Exceptional communication and presentation skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences
• Strong de-escalation and negotiation skills
• Problem-solving and analytical abilities
• Self-motivated, proactive, and a natural collaborator
• A passion for helping customers succeed and a genuine curiosity about technology
• A solid understanding of database technologies, particularly distributed SQL, NoSQL, or relational databases, is highly preferred
• Understanding of cloud-native technologies, including Kubernetes, microservices, and public cloud platforms (AWS, GCP, Azure)