Manager, Customer Success - West AMER

The Role

As a Manager of Customer Success - West AMER, you will be regionally responsible for the performance of our Customer Success Managers, customer adoption and satisfaction, and enablement of customers to achieve the full value of CockroachDB. You align and manage to the vision and standards for how we engage customers from onboarding and proactive risk management through renewal and expansion, while building a high-performing, customer-centric team. You will report to the Global Director, Customer Success and work within your region with Sales, Professional Services, Support, Field Engineering, and Product to deliver world-class outcomes for our customers.

You Will

• Own regional customer health and outcomes. Drive adoption, customer health, satisfaction, and renewals across a portfolio of customers in your region by leading, coaching, and unblocking a team of Customer Success Managers (CSMs).
• Set and scale best practices for customer engagement. Define and continuously improve standards for onboarding, cadence and communication, production planning, risk and issue management, and accountability across your region.
• Act as a hybrid player–coach where needed. In earlier stages or in strategic accounts, operate as both a senior CSM and regional leader while the team builds out over time.
• Build and manage a high-performing team. Hire, onboard, and develop CSMs; define clear performance criteria; and foster a positive, collaborative culture that aligns with Cockroach Labs’ values.
• Drive revenue health in partnership with Sales. Review renewals, expansions, and churn risk on an ongoing basis with account teams; ensure there is a clear plan and ownership for every high-value opportunity and risk.
• Standardize tools, templates, and lifecycle programs. Define and maintain a regional customer lifecycle (onboarding → adoption → expansion → renewal) that leverages a standard set of templates, health metrics, and operating mechanisms your CSMs use consistently in the field.
• Unblock customers and internal teams. Proactively remove internal barriers that prevent customers from progressing to production, ensuring account teams are supported.