Enterprise Customer Success Manager

MariaDB is making a big impact on the world, serving as the backbone of applications used every day. The Enterprise Customer Success Manager will be responsible for the long-term success, value, and retention of their customer portfolio utilizing MariaDB database solutions, strengthening partnerships, driving adoption, and providing resources to customers.

Responsibilities:

• Support and engage with customers throughout all stages of their customer lifecycle: onboarding, adoption, expansion, retention, and advocacy
• Guide new customers through onboarding for MariaDB deployments, consulting on MariaDB best practices to ensure customers receive value
• Formulate an ongoing meeting cadence with the assigned portfolio
• Become a trusted advisor and advocate for customers within the company
• Understand customers' data management strategies and effectively articulate additional improvements and/or new strategies leveraging MariaDB capabilities
• Identify proactive opportunities to work with and provide value to customers
• Proactively address customer experience issues early, collaborating with Technical Support to understand their customer's issue, and assisting as an escalation point of contact
• Work with Sales Engineers and Professional Services to determine appropriate services for MariaDB upgrades, migrations, deployments, and/or maintenance
• Conduct regular business reviews within accounts, showcasing value and learning about business goals and priorities
• Encourage customer participation in company initiatives (Webinars, Roadshows, Product Feedback, etc)
• Responsible for measuring, managing, and improving customer health, engagement, and value realization
• Coordinate with Account Executives to ensure the upgrade, migration, and/or growth of the customer portfolio
• Articulate growth plans, expectations, and successes; documented and tracked within success plans
• Effectively communicate customer needs to other parts of the business and act as a customer champion within the company
• Work collaboratively and influence other departments to promote customer satisfaction and success
• Manage and maintain customer portfolio in achieving the company's Net Retention goals

Requirements:

• Always represent the company in a knowledgeable and professional manner
• Possess a mix of technical acumen, intellectual curiosity, and interpersonal relationship-building skills
• Experience supporting customers in the public sector
• Excellent time management and organization skills
• Ability to develop and maintain C-Level relationships
• Ability to deliver custom ROI analysis for your customer portfolio
• Comprehensive understanding of customer success principles
• Strong understanding of MariaDB features, architecture, and common use cases in enterprise solutions
• Can speak to new features and quickly speak to new releases of MariaDB
• High attention to detail
• Proficient in identifying and understanding complex business needs as it relates to MariaDB