Enterprise Customer Success Manager
MariaDB is making a big impact on the world. Whether you're checking your bank account, buying a coffee, shopping online, making a phone call, listening to music, taking out a loan or ordering takeout – MariaDB is the backbone of applications used everyday. Companies small and large, including 75% of the Fortune 500, run MariaDB, touching the lives of billions of people. With massive reach through Linux distributions, enterprise deployments and public clouds, MariaDB is uniquely positioned as the leading database for modern application development. MariaDB now includes GridGain, a leader in in-memory computing, extending MariaDB to handle the extreme-velocity data requirements of autonomous AI agents.
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 and GridGain in-memory data grid enterprise solutions. They 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 and GridGain platforms. The Enterprise CSM is the primary point of contact for escalations and is responsible for working in collaboration with a team of Solution 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 and / or GridGain deployments, consulting on best practices to ensure customers receive maximum performance and 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 effectively articulating additional improvements and/or new strategies leveraging MariaDB & GridGain capabilities.
- Identify proactive opportunities to work with and provide value to customers.
- Proactively address customer experience issues early, collaborating with Technical Resources to understand their customer's issue, and assisting as an escalation point of contact.
- Work with Solutions Engineers and Professional Services to determine appropriate services for solution upgrades, topology changes, 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.
- Excellent time management and organization skills.
- 2-4 Years of experience in customer facing roles within enterprise software.
- Preferred 1-2 Years of technical experience in technical support roles within IT
- Ability to develop and maintain C-Level relationships.
- Ability to deliver custom ROI analysis for your customer portfolio.
- Comprehensive understanding of customer success principles.
- Strong understanding of MariaDB & GridGain features, architecture, Apache Ignite ecosystem, and common use cases in enterprise, high-throughput solutions.
- Can speak to new features and quickly speak to new releases of MariaDB & GridGain software and enterprise extensions.
- High attention to detail.
- Proficient in identifying and understanding complex business needs as it relates to Maria DB and / or GridGain environments.
Location & Job Info
Full-Time - Remote - US
Why Join Us
Compensation