Sr. Customer Success Manager- NYC or Toronto
About the role
The Role
Our Customer Success Managers are trusted advisors to enterprise customers, owning the relationship from onboarding through long-term value realization. Partnering closely with Sales, they build credibility and influence by acting with urgency, advocating internally for the customer, and driving alignment across teams.
In this role, you own the customer’s path to value realization. You translate business goals into clear success criteria, manage critical milestones, and ensure customers achieve tangible value from CockroachDB while proactively managing risks, renewal health, and identifying expansion opportunities.
Our Customer Success Managers require strong program management skills and the ability to coordinate multiple workstreams simultaneously. While not a technical role, CSMs must develop deep product knowledge, understand database technologies and the competitive landscape, and confidently connect customer pain points to effective solutions. You must be based in Toronto or NYC to be eligible for this role.
You Will
- Own 8–12 strategic accounts end to end, including onboarding, adoption, health, risk management, renewals, and expansion.
- Define and execute Customer Success Plans aligned to customer business objectives, usage, ROI, and time-to-value.
- Lead Executive Business Reviews, presenting outcomes, risks, and recommendations to senior and C-level stakeholders.
- Manage enablement and technical rollout initiatives, coordinating with Engineering, Product, Support, and Professional Services to remove blockers.
- Serve as the primary point of coordination across the account team (Account Executive, Sales Engineer, Support, and Services) to ensure seamless customer coverage.
- Develop a deep understanding of customer business needs and translate them into technical and operational requirements for Cockroach Labs.
- Proactively identify, qualify, and partner with Sales on expansion opportunities to grow ARR.
- Monitor customer health and product consumption, recommending upgrades or enhancements to increase value and adoption.
- Track, forecast, and report on key success metrics, including renewal risk, NRR, churn, CSAT/NPS, and time-to-value.
- Design and continuously improve scalable Customer Success processes.