What you build and where it takes you should be unrestricted by the capabilities of your database. We created CockroachDB as the planet's most highly evolved, cloud-native, distributed SQL database. Making scale so simple you don't even have to think about it. Making data so resilient it becomes impossible to destroy. Making delivery so seamless, your apps run anywhere. Join us on our mission to build a different breed of database—one born in the cloud and built from the ground up to help companies of any size scale fast, survive disaster, and thrive everywhere.
Our Customer Success Managers are trusted advisors to our valued customers and, in collaboration with Sales, must build trust and confidence through urgency and influence to get deeper and expand accounts while preventing churn. Excellent customer facing and consultative skills are essential, as is the ability to understand the customer pain points, define success criteria and critical milestones that lead to production.
Our Customer Success Managers help fully onboard our CockroachDB customers, lead them to production, lead them to fully utilize its potential, and allocate resources, while proactively alleviating roadblocks. We believe that in order for a Customer Success Manager to be successful, they must possess excellent program management skills - with the ability to direct multiple workstreams simultaneously. While not a purely technical role, our CSMs must also have an expert understanding of our products and services, of general database technology and our competitive landscape and the ecosystem that CockroachDB operates within to be able to translate customer business needs into technical solutions. We have a preference for someone who is based in the Pacific Time Zone and will consider candidates in Mountain or Central Time Zone who are aligned with working Pacific Time Zone hours.
In your first 30 days, you will learn about CockroachDB and the internal Cockroach Labs landscape. During this time, it’s important for you to establish internal relationships across Sales, Product Management, and Engineering to effectively navigate resources that can help you in your role. You will shadow senior members of the Customer Success Team and familiarize yourself with the CSM life at Cockroach Labs, while integrating into the broader organization. During this time it is important to ask questions that clarify and help build your confidence toward working independently.
After 30 days, you will begin to build your Book of Business (BoB) from assigned accounts and establish individual relationships within your customers. You will assess needs across your BoB and build action plans that proactively address issues. You will begin to report on customer health and adopt our Customer Success Plan strategy as your playbook to ensure successful customer experiences.
After 60 days you will broaden your BoB further with additional assigned customers and establish your position as a trusted advisor to your customer, while maintaining urgency and focus, leading customers to production and beyond.
Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at [email protected].
The annual anticipated base salary range for U.S. candidates for this role is USD $120,000 to $160,000, plus commission if a sales role. We set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Actual salaries may vary and fall outside of this range depending on factors such as a candidate’s qualifications, geographic location, skills, experience, and competencies. In addition, we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. Salary is one component of the Cockroach Labs’ total rewards package, which includes stock options, health insurance, life and disability insurance, funds towards professional development resources, flexible PTO, paid holidays, and parental leave, to name a few! Salaries for candidates outside the U.S. will vary based on local compensation structures.
