Couchbase, the operational data platform for AI, empowers businesses to succeed by bringing data to life in new ways. Major market-leading companies rely on Couchbase for mission critical operational, analytical, mobile and AI workloads. Built to replace legacy infrastructure and fragmented data services, Couchbase empowers enterprises with a unified platform architected for performance, flexibility and global scale.
With Couchbase, organizations bring their data to life, launching game‑changing customer experiences, exploring the limitless potential of AI, and seamlessly extending applications from the cloud to the edge and beyond. Couchbase’s AI‑ready technology and enterprise partnership model eliminate complexity and reduce total cost of ownership, enabling teams to stay agile, innovative and secure.
Couchbase believes data should never slow you down, but act as the foundation for your next breakthrough. Discover why Couchbase is trusted to help the world’s biggest players scale, move fast and stay resilient, no matter what’s next on their roadmap. Visit couchbase.com and follow us on LinkedIn and X.
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The Principal Customer Success Manager (CSM) is responsible for managing strategic and enterprise customer relationships to ensure successful adoption, value realization, and long-term retention of Couchbase’s database and data platform solutions. This individual contributor role partners closely with Sales, Support, Product, and Professional Services to help customers deploy and scale Couchbase in mission-critical production environments.
The Principal Customer Success Manager acts as a trusted advisor to technical and executive stakeholders, ensuring customers achieve measurable business outcomes while identifying opportunities for expansion and long-term partnership.
Key ResponsibilitiesCustomer Relationship Management
- Serve as the primary post-sales point of contact for a portfolio of enterprise and strategic customers.
- Build strong relationships with customer stakeholders including engineering leaders, architects, and executives.
- Conduct regular business reviews and success planning sessions with customers.
Customer Adoption & Value Realization
- Guide customers through onboarding, deployment, and adoption of Couchbase solutions.
- Help customers align product capabilities with their technical and business objectives.
- Monitor product usage and adoption trends to ensure customers achieve maximum value.
Renewals & Expansion
- Partner with Sales and Renewals teams to support successful subscription renewals.
- Identify opportunities for expansion such as additional workloads, environments, or product capabilities.
- Develop account success plans to drive long-term customer growth.
Customer Advocacy
- Act as a customer advocate internally, representing customer needs and feedback to Product and Engineering teams.
- Promote customer success stories, references, and case studies.
- Support strategic customer engagements and executive briefings.
Risk Management
- Monitor customer health indicators and proactively address adoption risks.
- Manage escalations and coordinate internal teams to resolve technical or operational issues.
- Develop recovery plans for at-risk accounts.
- Net Revenue Retention (NRR)
- Customer renewal rate
- Customer adoption and usage growth
- Expansion revenue influence
- Customer satisfaction (CSAT / NPS)
- Customer health score
- 8–10 years of experience in Customer Success, Technical Account Management, Account Management, or similar customer-facing roles.
- Experience supporting enterprise SaaS, database, or infrastructure platforms.
- Ability to work with technical stakeholders such as developers, architects, and engineering teams.
- Strong communication and relationship management skills.
- Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight).
- Experience with distributed databases, NoSQL, or cloud platforms.
- Familiarity with modern application architectures such as microservices and cloud-native environments.
- Experience supporting customers running large-scale or mission-critical production systems.
- Strategic customer engagement
- Enterprise account management
- Technical solution understanding
- SaaS adoption and retention strategies
- Cross-functional collaboration
- Executive communication
At Couchbase, we believe innovation thrives when diverse perspectives are at the table. We actively encourage applications from individuals of all backgrounds—including women, people of color, LGTBQIA+ professionals, veterans, and individuals with disabilities. If you see a role that excites you, but don’t meet every qualification, we still encourage you to apply.
Studies show underrepresented talent is less likely to apply unless they meet all the criteria. We encourage you to apply if you’re excited about the role and can bring strong contributions to our team.
If you require reasonable accommodations during the recruitment process, please let your recruiter know—we’re happy to support you.
We value diverse educational and career backgrounds. If your experience aligns with the role’s goals—even if it doesn’t follow a traditional path—we’d love to hear from you.
- 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!
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