Associate Customer Success Manager

Key Strategic & Retention 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.
• Manage and maintain the automated program supporting relevant accounts within the portfolio.
• 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 for their MariaDB implementations with minimal guidance.
• 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.
• Manage and maintain customer portfolio in achieving the company's Net Retention goals.

Qualifications:

• Always represent the company in a knowledgeable and professional manner.
• Possess a mix of technical acumen, intellectual curiosity, and interpersonal relationship-building skills.
• Good time management and organization skills.
• 1-2 Years of relevant experience (customer support, entry level account management, graduate)
• Ability to develop and maintain C-Level relationships.
• Ability to deliver custom ROI analysis for your customer portfolio with minimal guidance.
• An understanding of customer success principles.