Note: The job is a remote job and is open to candidates in USA. Cockroach Labs is a company that makes it easier for businesses to build and scale applications. They are seeking a Manager of Customer Success for the West AMER region to lead a team of Customer Success Managers, drive customer satisfaction, and ensure effective engagement throughout the customer lifecycle.
Responsibilities
- Own regional customer health and outcomes. Drive adoption, customer health, satisfaction, and renewals across a portfolio of customers in your region by leading, coaching, and unblocking a team of Customer Success Managers (CSMs)
- Set and scale best practices for customer engagement. Define and continuously improve standards for onboarding, cadence and communication, production planning, risk and issue management, and accountability across your region
- Act as a hybrid player–coach where needed. In earlier stages or in strategic accounts, operate as both a senior CSM and regional leader while the team builds out over time
- Build and manage a high-performing team. Hire, onboard, and develop CSMs; define clear performance criteria; and foster a positive, collaborative culture that aligns with Cockroach Labs’ values
- Drive revenue health in partnership with Sales. Review renewals, expansions, and churn risk on an ongoing basis with account teams; ensure there is a clear plan and ownership for every high-value opportunity and risk
- Standardize tools, templates, and lifecycle programs. Define and maintain a regional customer lifecycle (onboarding → adoption → expansion → renewal) that leverages a standard set of templates, health metrics, and operating mechanisms your CSMs use consistently in the field
- Unblock customers and internal teams. Proactively remove internal barriers that prevent customers from progressing to production, ensuring account teams are supported and directed toward the right technical and operational resources
- Champion cross-functional collaboration. Build strong working relationships with leadership in Product, Education, Support, Sales, and Field Engineering to align on priorities, share customer insights, and influence our roadmap and services
Skills
- 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
- 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
- Customer lifecycle design experience. Experience designing or scaling customer lifecycle programs (onboarding, adoption, risk management, advocacy) and standardizing tools and templates across a team
- 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
- 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
- Growth and inclusion mindset. A track record of building inclusive, collaborative teams and investing in the development and onboarding of new CSMs
Benefits
- Stock Options
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Life and Disability Insurance
- Professional Development Funds
- Flexible Time Off
- Paid Holidays
- Paid Sick Days
- Paid Parental Leave
- Retirement Benefits
- Mental Wellbeing Benefits
- Stock options, medical insurance, vision insurance, dental insurance, life and disability insurance, funds towards professional development resources, flexible paid time off, 11 paid holidays a year, 10 paid sick days a year, paid parental leave, a 401(k) plan, and wellbeing benefits
Company Overview
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