Enterprise Customer Success Manager

Summary

The Enterprise Customer Success Manager will be responsible for the long-term success, value, and retention of their customer portfolio utilizing our MariaDB database solutions. This role will strengthen and manage the partnership between customers and the company, interacting regularly to build relationships, drive adoption, and provide awareness to all available resources. Through collaboration, they will educate customers to achieve their business goals and maximize value from their investment with our MariaDB solutions. The Enterprise CSM is the primary point of contact for escalations and is responsible for working in collaboration with a team of Sales Engineers, Account Executives, and other cross-functional teams, focused on helping our customers achieve their business goals.

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, 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.

Qualifications

• 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 customers.