Customer Success Manager

Job Overview

The Customer Success Manager ensures the health of the customer base by driving timely renewals, expanded usage, and reduced churn. This role involves serving as the primary contact for strategic customers, fostering relationships, articulating product value, guiding post-sale support, coordinating internal teams to resolve issues, reporting customer feedback to product management, and qualifying sales opportunities.

Responsibilities

• Serve as the primary point of contact between strategic customers and internal stakeholders.
• Foster and grow customer relationships by understanding their organization and identifying champions.
• Articulate the value of the open source database/SaaS cloud platform to drive engagement and adoption.
• Guide post-sale activities including onboarding, adoption, advocacy, reviews, updates, and retention.
• Coordinate with internal technical teams to solve customer issues.
• Report customer needs to the Product Management team for product improvements.
• Work cross-functionally with colleagues to achieve customer goals.
• Qualify opportunities through follow-ups within company SLAs and best practices.

Qualifications

• 2-3 years of experience as a customer-facing Customer Success Manager in an entrepreneurial, fast-growing startup-like environment.
• Direct experience with SaaS products, solutions, or ecosystems.
• Adept at driving results and solving complex business problems.
• English language fluency.
• Experience in a solution-sales or cloud technology environment.
• Experience with prospecting and relationship management using tools such as Salesforce.com.
• Excellent presentation, organizational, and communication skills (written and verbal).

Bonus Experience and Skills

• Knowledge and understanding of databases.
• Track record of working effectively with internal, partner, and customer teams.
• Proficiency in German or Italian languages.