Principal Customer Success Manager

About EDB

EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies.

Role Overview

As EDB Principal Customer Success Manager (CSM), you will be at the forefront of our customer-centric strategy, ensuring our customers are achieving their goals and attaining sustainable value from our solutions. As a member of the CSM team, you will collaborate across all functions of the EDB organization to drive adoption, growth, and retention to your accounts while ensuring a positive customer experience.

Who You Are

Your passion as a professional CSM is being a champion for your accounts. You will develop, prioritize, and execute customer success plans to nurture and guide your customers along their journey with EDB, leveraging insights from data and engagement. Working in a dynamic environment, you are able to successfully manage multiple accounts as you deliver an exemplary experience by advocating on your customers’ behalf. You can drive synergy across internal and customer teams to bring solid results and issue resolution. You will serve as your customers’ EDB trusted advisor.

What Your Impact Will Be

• Deliver a world-class customer experience as a trusted advisor that achieves success in deployment, adoption, and value realization of EDB offerings.
• Create and implement individual Customer Success Plans by assessing, identifying, measuring, and defining customer goals and objectives using data analytics and customer knowledge
• Proactive management of customers to optimize account health, mitigate risk, and reduce churn
• Nurture accounts to identify opportunities for expansion and growth
• Utilize consultative motions to drive outcomes throughout the customer lifecycle
• Oversee and lead the coordination of EDB resources and escalate account issues for successful resolution
• Cultivate customer relationships to build strong advocates that generate insightful case studies and customer references
• Prepare and present Executive Business Reviews (EBRs) to show progress, value realization, and stakeholder management
• Consult with customers on benefits and value of EDB portfolio and related technologies

What You Will Bring

• 5+ years of account management experience in Customer Success, Sales, Consulting, Customer Ad