Senior Customer Success Manager at Cockroach Labs

| Greater NYC Area
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Databases are the beating heart of every business in the world.

Cockroach Labs is the team behind CockroachDB, an open source, distributed SQL database. We aim to build infrastructure that keeps pace with the world, so developers can focus on what matters most: building the best products. Join us on our mission to Make Data Easy. Are you ready to aim high and build to last?

About the Role

Our Customer Success Managers help fully onboard our CockroachDB customers and lead them to fully utilize its potential, lead them to production, allocate resources, and alleviate roadblocks. We believe that in order for a Customer Success Manager to be successful, they must have a good understanding of database technology, the overall stack, and infrastructure that CRDB operates within. They must also possess excellent customer facing and consultative skills, with the ability to understand the customer pain points, define success criteria, critical milestones that lead to production, and project plans for success. The CSM will be a trusted advisor to the customer and thereby in collaboration with Sales, must understand how to get deeper and expand the account while preventing churn. Location is flexible for this role but you will be covering accounts primarily in the US.

You Will
  • Own the overall technical relationship with assigned clients, which include increasing adoption, ensuring retention, and satisfaction. 
  • Utilize your technical skills to demonstrate value to customers and drive sales growth. 
  • Understand the “drivers” for the customer, define use cases and success 
  • Collaborate with the customer to define production date, milestones required to achieve delivery date, project plan and resource management 
  • Upsell services offering for Technical Account Management and Services packages
  • Partner with the Cockroach Labs Sales Account team (Account Executive, Solutions Architects) to identify opportunities for new usage of Cockroach Labs across organizational functions.
  • Develop and implement best practices, processes and tools which can continually enhance Cockroach Labs’s Customer Success Program.
  • Understand how our customers are utilizing CRDB solutions and collaborate with Product on how additional features can be leveraged to increase functionality
  • Function as a technical point of escalation for all customer related issues; ultimately responsible for the ownership and execution of tailored get-well plans while partnering with technical account managers and technical support to drive quick and efficient issue resolution
The Expectations

In your first 30 days, you will learn about CockroachDB and assess where the product would be a good fit for certain use cases. During this time, we also believe it’s important for you to establish internal relationships across sales, product, and engineering to effectively be able to navigate resources to help you in your efforts with customers.

After 60 days, you will be working very closely with the VP Customer Success and Head of Technical Account Management, to define repeatable processes for delivering “white glove treatment” to our customers and a methodology to reduce Time to Value bringing our customers into production.

You Have
  • Strong experience with customer facing roles
  • A basic knowledge of databases, distributed systems, and modern enterprise software architecture.
  • 4-6 years of experience as a Customer Success Manager, Project Manager or Technical Account Manager with a proven success record.
  • A degree in Computer Science or other technical major. 
  • Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements.
Our Benefits
  • 100% health insurance option (for you and your dependents!)
  • Paid parental leave (with baby bucks)
  • Flex Fridays
  • Flexible time off & flexible hours
  • Learning and Development budget
  • Relocation support

Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at [email protected]

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Technology we use

  • Engineering
  • Product
    • C++Languages
    • GolangLanguages
    • ReactLibraries
    • ReduxLibraries
    • CockroachDBDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • AirtableManagement

Location

53 W 23rd St , New York, NY 10010

What are Cockroach Labs Perks + Benefits

Cockroach Labs Benefits Overview

Flexible Working: You are free to arrange your work schedule to meet your individual circumstances.

Free Fridays: One day a week, focus on what drives and motivates you outside of your core work responsibilities. Dedicate time to a community project. Spend a day at home with the kids. Work on the next super feature. We’re convinced that providing adults with time to be creative outside of their day-to-day work yields better results.

Food for All: We provide food throughout the Cockroach Labs work week (Mon-Thu) and grab dinner twice a month as a team at one of NYC’s outstanding restaurants.

Events
 and Outings: Once a quarter we enjoy some downtime as a team, whether it’s catching the latest blockbuster, picnicking in Central Park, or strolling through a museum for inspiration.

Team Trips: Twice a year we voyage beyond Manhattan’s shores. These might be trips to the Caribbean or to the mountains. The connections made in these environments build friendships and deepen the ties which make working together fun and productive.

Flexible Time Off: We care about productivity, not face time. Take time off when you need it.

Learning is Good: We provide $1500 annually to support learning and development through workshops, conferences, and networking events.

Health & Retirement: 100% health insurance coverage for you & your dependents; One Medical membership; Gym discounts; free Citibike membership; 401(k).

Culture
Volunteer in local community
Cockroach Labs does at least two bi-annual team-wide volunteer days, partners with BUILD NYC, and for every referral that gest hired, we donate $2,500-$5,000 to the referrers charity of choice.
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
100% Company-sponsored Medical, Dental, Vision, Basic Life, AD&D, and Disability Insurance for You, Your Spouse, Partner, and Dependents.
Retirement & Stock Options Benefits
401(K)
Company Equity
Equity compensation is determined by the impact we expect an individual to have in their role paired with the risk that earlier employees took in joining the company.
Child Care & Parental Leave Benefits
Generous Parental Leave
8-12 Weeks of Family Leave + $500 Baby Bucks
Flexible Work Schedule
Cockroach Work Week: In-office Monday thru Thursday, with the option to work remotely on Fridays. Core Office Hours: 10am-4pm (except Tuesday Team Meeting from 5:00pm-6:00pm)
Remote Work Program
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Pre-tax Commuter Account & Paid Citi Bike Membership
Company Outings
Monthly Company Activities & Bi-Annual Company Trips
Free Daily Meals
Lunch Monday thru Thursday & Team Dinners Every Other Tuesday
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Relocation Assistance for You and Your Family to Move to NYC
Professional Development Benefits
Job Training & Conferences
$1500 Learning & Development Stipend + $1500 for Associated Travel
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Cross-department program, Career mentoring.
Continuing Education stipend
We offer $2500 annualy for continuing education.
Time allotted for learning
Acme Co. allows employes to set aside 20% of working hours for learning.
Online course subscriptions available
Customized development tracks
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