Director, Customer Success Employee

Cockroach Labs

Employee

TELECOMMUTE – United Kingdom

4/29/22

Job Description

Title:Director, Customer Success

United Kingdom

Databases are the beating heart of every business in the world.

Cockroach Labs is the team behind CockroachDB, an open source, distributed SQL database. We aim to build infrastructure that keeps pace with the world, so developers can focus on what matters most: building the best products. Join us on our mission to Make Data Easy. Are you ready to aim high and build to last?

About the Role

Our Director of Customer Success, EMEA, leads a combined team of CSM’s and CEA’s (Cockroach Enterprise Architects). The CEAs help our CockroachDB customers and lead them to fully utilize their potential, lead them to production, allocate resources, define success criteria, fully understand customer requirements, work with customer stakeholders and internal Product and Engineering teams to alleviate roadblocks. The CSMs support the CEAs in driving customers to success but are also focused on customer adoption, consumption, renewals and expansion. We believe that in order for a Customer Success leader to be successful, they must have a good understanding of database technology, the overall stack, and infrastructure that CRDB operates within. They must also possess excellent customer facing, sales and consultative skills, with the ability to understand the customer pain points, define success criteria, critical milestones that lead to production, and project plans for success. They must also know when to recognize churn risk and help drive expansion and consumption. The Director CS will be a trusted advisor to the customer and thereby in collaboration with Sales, must understand how to get deeper and expand the account while preventing churn. Location is Londonor Remote in the UKfor this role but you will be covering accounts in EMEA and APAC.

You Will

Help build out the CEA and CSM team, as well as act as a player coach helping manage and lead complex Enterprise accounts together with the account team and VP, CS.

Build an effective and reliable renewal, expansion and consumption forecast and strategy together with the Account teams and Regional Revenue Leadership.

Own the overall technical relationship with assigned clients, which include increasing adoption, ensuring retention, expansion, and satisfaction.

Utilize your technical skills to demonstrate value to customers and drive sales growth.

Understand the drivers for the customer, define use cases and success criteria

Collaborate with the your team and customer to define production date, milestones required to achieve delivery date, project plan and resource management

Partner with the Cockroach Labs Sales Account team (Account Executive and leadership) to identify opportunities for new usage of Cockroach Labs across organizational functions.

Develop and implement best practices, processes and tools which can continually enhance Cockroach Labs’s Customer Success Program.

Understand how our customers are utilizing CRDB solutions and collaborate with Product on how additional features can be leveraged to increase functionality

Function as a technical point of escalation for all customer related issues; ultimately responsible for the ownership and execution of tailored get-well plans while partnering with Customer Success managers and technical support to drive quick and efficient issue resolution

The Expectations

In your first 30 days, you will learn about Coc…

Computer & IT , Project Management , Customer Service , Client Services , Account Management , Sales

United Kingdom