Manager, Customer Success

About Cockroach Labs: Cockroach Labs is the creator of CockroachDB, the industry-leading distributed SQL database built to make scaling cloud-native applications simpler and more resilient. Trusted by some of the most innovative companies on the planet, we tackle data engineering challenges head-on to build software that drives lasting organizational impact. Backed by a hybrid work model that prizes high-velocity collaboration, creativity, and performance, Cockroach Labs empowers enterprises to break down data siloes and achieve uncompromised operational velocity across multi-region and multi-cloud environments.

Position Overview

We are seeking a highly autonomous, systems-fluent, and technically curious Manager of Customer Success - West AMER to drive account health, adoption, and net-new revenue preservation under a permanent, full-time remote configuration within the United States. Reporting directly to the Global Director of Customer Success, you will hold absolute operational ownership over our post-sales customer lifecycle across the West AMER territory. Shifting completely away from routine non-regulated data transcription loops, superficial UI adjustments, or standard front-line helpdesk ticketing, you will operate an active player-coach delivery, multi-tenant enterprise renewal coordination, and architectural scaling laboratory. Partnering directly next to field engineering cells, enterprise account executives, product managers, and professional services leads, you will ensure our largest enterprise accounts achieve the full value of CockroachDB. This position requires a post-sales authority with 8+ years of enterprise SaaS history who handles customer retention frameworks fluidly natively using Customer Support, Technical Support, and SQL primitives, designs repeatable playbook lifecycles, and unblocks critical application paths toward production environments independently.

Key Responsibilities

• Regional Account Governance: Own and optimize overall customer health, product adoption indices, and customer satisfaction metrics across your regional client portfolio natively utilizing Customer Support principles.
• Player-Coach Team Leadership: Manage, coach, and unblock a high-performing team of Customer Success Managers (CSMs), while operating as a senior strategic individual contributor on high-value corporate accounts as the cell scales.
• Database Technical Discovery: Guide enterprise clients through modern multi-cloud data challenges, demonstrating technical curiosity around distributed systems, query execution paths, and multi-region network parameters natively deploying SQL primitives.
• Revenue Protection Engineering: Collaborate close-knit next to field sales execution cells to monitor renewals, coordinate expansion metrics, mitigate churn indicators, and secure pipeline velocity across high-value contracts.
• Lifecycle Program Customization: Formulate, scale, and enforce a standardized customer playbook lifecycle (from onboarding and production planning through renewal), deploying unified health metrics templates cleanly.
• Cross-Functional Architecture Translation: Act as the central customer voice back to core Product, Support, and Field Engineering divisions to share client insights, resolve system errors, and influence our technical roadmap.
• Technical Support Escalation Triage: Coordinate next to advanced internal engineering resources to remove technical and operational barriers preventing client apps from migrating successfully to production runtimes natively leveraging Technical Support guardrails.
• Headcount and Onboarding Delivery: Partner alongside recruiting cells to lead regional hiring workflows, manage future headcount planning, and continuously develop technical onboarding repositories for new hire CSMs.

Required Skills & Qualifications

• A minimum of 8+ years of proven, successful professional experience operating within a Customer Success, Enterprise Account Management, Technical Account Management, or matching tech-driven post-sales capacity.
• A minimum of 5+ years of dedicated tracking history leading, mentoring, or scaling groups of CSMs in high-growth enterprise software or B2B SaaS sectors, including player-coach leadership exposure.
• Expert Post-Sales Operations Command: Meticulous hands-on background managing high-value portfolio health indicators, constructing customer milestone plans, and utilizing telemetry metrics to forecast retention cycles.
• Grounded technical curiosity and familiarity with modern cloud infrastructure concepts, distributed systems, web architectures, or relational database query parameters.
• Outstanding written, verbal, and textual presentation communication strengths in English, with an established ability to influence multi-disciplinary cross-functional directors and build alignment without direct authority.
• Location Context: Position operates under remote guidelines open exclusively to qualified enterprise customer success management and technical account authorities residing permanently within the United States (ideally aligned to West AMER markets).

Preferred Strategic Indicators (Nice to Have)

• Prior platform or consulting history driving user adoption engines explicitly inside the cloud database infrastructure, developer-tooling SaaS, data storage systems, or deep technical platform sectors.
• Direct operational intimacy managing enterprise software lifecycle toolsets, data tracking dashboards, or agile collaboration portals.
• An adaptable, customer-centric persona characterized by an analytical mindset, an obsession with driving continuous process improvement, and an uncompromised commitment to building inclusive, collaborative teams.

What We Offer

• Premium United States Customer Success Leadership Remuneration: A competitive annual target cash base salary scale of $130,000 — $188,000 USD calibrated precisely to your individual systems pedigree and regional closing velocity, supplemented by highly lucrative corporate stock options and performance reviews.
• 100% remote workspace infrastructure freedom open within the United States, allowing you to bypass physical traffic commute lines while collaborating with global tech networks.
• Macro Database Infrastructure Influence: Elite professional landmarks built by single-handedly blueprinting the lifecycle playbooks, adoption metrics, and escalation structures backing the world’s premier distributed SQL database engine.
• Comprehensive physical well-being protection, including elite medical, dental, and vision insurance frameworks alongside life and disability protection plans.
• Access to specialized professional development funds, flexible time off arrangements, 11 paid holidays and 10 paid sick days per year, comprehensive paid parental leave networks, 401(k) retirement choices, and holistic mental wellbeing benefits to support lifelong career mastery.