Customer Success Manager

About the Role: The Customer Success Manager is responsible for the general health of the MariaDB customer base, ensuring timely renewal, expanded usage, and reduced customer churn. In addition, the chosen candidate will help to close new and expanded sales in allocated territories. This role will be measured in terms of renewal sales with increased opportunity to earn commission for expansion sales.

What You'll Do

• Serve as the primary point of contact between our strategic customers and internal stakeholders, and be a key member of our Customer Success organization.
• Foster and grow customer relationships by acquiring tribal knowledge of a customer's organization and identifying our champions.
• Articulate the value of our open source database/SaaS cloud platform, while driving customer engagement and adoption.
• Guide post-sale support activities such as customer onboarding, adoption, advocacy, reviews/updates, and retention.
• Coordinate and engage different internal technical teams to solve customer issues.
• Report on customers' wants and needs to the Product Management team to improve the product.
• Work cross-functionally with strategic and technical colleagues to accomplish customer goals.
• Qualify opportunities through follow-ups (within company SLAs and best practices playbook).

What You Bring

• 2-3 years of experience as a customer-facing CSM in an entrepreneurial, fast-growing startup-like environment.
• Direct experience with SaaS products, solutions, or ecosystems.
• Adept at driving results and outcomes while solving complex business problems.
• English language fluency.
• Experience in a solution-sales/cloud technology environment.
• Experience with prospecting and relationship management using tools such as Salesforce.com, Catalyst.
• Excellent presentation, organizational, and communication skills (both written and verbal).
• Bonus: Knowledge and understanding of databases, proficiency in German or Italian, and a track record of working effectively with internal, partner, and customer teams.

Benefits

• Very competitive compensation package with opportunities to earn commission for expansion sales.
• Unparalleled learning and growth opportunities collaborating with high-caliber colleagues around the world.
• A massive degree of flexibility, freedom, and additional benefits in a game-changing organization.