About The Role

Join Cockroach Labs as a Customer Success Manager for the West AMER region. In this role, you will be responsible for the performance of our Customer Success Managers, customer adoption and satisfaction, and enabling customers to achieve the full value of CockroachDB. You will report to the Global Director of Customer Success and work closely with Sales, Professional Services, Support, Field Engineering, and Product to deliver exceptional outcomes for our customers.

Assurer la performance des Customer Success Managers, l'adoption et la satisfaction des clients, et l'atteinte de la valeur complète de CockroachDB.
Aligner et gérer la vision et les normes d'engagement des clients, de l'intégration à la gestion proactive des risques, en passant par le renouvellement et l'expansion.
Construire et gérer une équipe performante, recruter, intégrer et développer les CSM, définir des critères de performance clairs.
Strong cross-functional influence. Proven ability to collaborate with Sales, Product, Support, Professional Services, and Finance to unblock issues, align on priorities, and deliver joint outcomes for customers
Customer lifecycle design experience. Experience designing or scaling customer lifecycle programs (onboarding, adoption, risk management, advocacy) and standardizing tools and templates across a team
Operational and analytical rigor. Drive to improve metrics and KPIs for customer health and team performance, and using data to prioritize, forecast, and drive continuous improvement
Growth and inclusion mindset. A track record of building inclusive, collaborative teams and investing in the development and onboarding of new CSMs
8+ years in Customer Success, Account Management, or a related post-sales role in B2B SaaS or enterprise software, with a strong record of driving adoption, renewals, and expansion across a portfolio of customers
Leadership in high-growth environments. 5+ years leading or mentoring CSMs or similar roles, ideally including experience operating as a “player–coach” while a team scales
Technical curiosity. Comfort engaging with modern cloud infrastructure and data concepts (e.g., SQL databases, distributed systems, multi-region architectures), with a willingness to deepen your expertise in CockroachDB over time

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