[Remote] Associate Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. MariaDB is a leading database company impacting various industries by providing solutions for modern application development. The Associate Customer Success Manager will be responsible for ensuring the long-term success and retention of a customer portfolio by building relationships, driving adoption, and collaborating with cross-functional teams to help customers achieve their business goals.

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 deployments
• Manage and maintain the automated program supporting relevant accounts within the portfolio
• 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 and effectively articulate additional improvements and/or new strategies for their MariaDB implementations with minimal guidance
• Identify proactive opportunities to work with and provide value to customers
• Proactively address customer experience issues early, collaborating with Technical Support to understand their customer's issue, and assisting as an escalation point of contact
• Work with Sales Engineers and Professional Services to determine appropriate services for MariaDB upgrades, 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
• Manage and maintain customer portfolio in achieving the company's Net Retention goals

Skills

• Always represent the company in a knowledgeable and professional manner
• Possess a mix of technical acumen, intellectual curiosity, and interpersonal relationship-building skills
• Good time management and organization skills
• 1-2 Years of relevant experience(customer support, entry level account management, graduate)
• Ability to develop and maintain C-Level relationships
• Ability to deliver custom ROI analysis for your customer portfolio with minimal guidance
• An understanding of customer success principles
• Basic understanding of relational databases and specifically MariaDB concepts and features
• Can speak to new features and quickly speak to new releases of MariaDB
• Communicates effectively at all levels with confidence
• Creates persuasive, clear, and concise emails and presentations for various audiences with minimal guidance
• Knowledge and understanding of databases
• Track record working effectively with internal, partner and customer teams
• Meets/exceeds MariaDB's functional/technical depth for this role
• Proficiency in a foreign language

Benefits

• Health insurance
• Life, and disability insurance
• Funds toward professional development resources
• Flexible Paid Time Off (FPTO)
• Paid holidays
• Parental leave
• Uncapped commission

Company Overview