Enterprise Customer Success Manager

MariaDB is making a big impact on the world, and they are seeking an Enterprise Customer Success Manager to ensure the long-term success and retention of their customer portfolio. This role involves building relationships with customers, driving adoption of MariaDB solutions, and collaborating with various teams to help customers achieve their business goals.

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