Senior Customer Success Manager - East US

| US | Remote
Employer Provided Salary: 100,000-125,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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Databases are the beating heart of every business in the world.

What you build and where it takes you should be unrestricted by the capabilities of your database. We created CockroachDB as the planet's most highly evolved, cloud-native, distributed SQL database. Making scale so simple you don't even have to think about it. Making data so resilient it becomes impossible to destroy. Making delivery so seamless, your apps run anywhere. Join us on our mission to build a different breed of database—one born in the cloud and built from the ground up to help companies of any size scale fast, survive disaster, and thrive everywhere.

About the Role

Our Customer Success Managers help fully onboard our CockroachDB customers and lead them to fully utilize its potential, lead them to production, allocate resources, and alleviate roadblocks. We believe that in order for a Customer Success Manager 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 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. This Senior CSM will focus on one of Cockroach Labs’s most strategic accounts and will be a trusted advisor to the customer and, in collaboration with Sales, must understand how to get deeper and expand the account while preventing churn. While this is a remote role, you must be based on the East Coast of the US. 

You Will 

  • Collaborate closely with the account team, including the Account Executive and the Sales Engineer, to provide ongoing coverage and support to your assigned customers.
  • Define the Customer Success Plan for each customer, outlining the optimal use of Cockroach Labs products and services to achieve their business objectives.
  • Ensure a successful customer journey, from onboarding through adoption and beyond, while continuously driving the consumption of CockroachDB
  • Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of CockroachDB.
  • Liaise between customers and Support to ensure an optimized support resolution experience - smoothing the adoption curve for the customer.
  • Collaborate with the Professional Services Team to present personalized, frictionless solutions that meet the unique needs of each customer.
  • Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Cockroach Labs. 
  • Find opportunities to expand the subscription, aiming to grow annual recurring revenue (ARR).
  • Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of CockroachDB, further driving ARR.
  • Continuously review and assess customer consumption of CockroachDB, proactively suggesting upgrades and enhancements that increase value and drive further consumption.

The Expectations

In your first 30 days, you will learn about CockroachDB and figure out where the product would be a good fit for certain use cases. During this time, we also believe it’s important for you to establish internal relationships across sales, product, and engineering to effectively be able to navigate resources to help you in your efforts with customers.

After 60 days, you will be learning refactoring opportunities to create reusable artifacts. As you continue to grow in the role, you will be moving into owning the artifacts supporting sales. The major artifacts are sizing, best practices and industry solutions. The artifacts creation and re-use are key to help both pre and post sales activities.

You Have

  • 5-7+ years of experience as a Customer Success Manager, Project Manager or Technical Account Manager with a proven success record
  • 3+ years of experience managing a high-value, strategic accounts
  • Experience working with sales teams
  • Knowledge of databases, distributed systems, and modern enterprise software architecture
  • Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements

Our Benefits

  • Competitive Health Insurance Coverage (for you & your dependents!)
  • Paid Parental Leave (with baby bucks)
  • Flexible PTO 
  • Learning & Development Budget
  • Relocation Support (as applicable)

Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at [email protected].

The annual anticipated base salary range for U.S. candidates for this role is USD $100,000 to $125,000, plus commission if a sales role. We set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location.  Actual salaries may vary and fall outside of this range depending on factors such as a candidate’s qualifications, geographic location, skills, experience, and competencies. In addition, we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. Salary is one component of the Cockroach Labs’ total rewards package, which includes stock options, health insurance, life and disability insurance, funds towards professional development resources, flexible PTO, paid holidays, and parental leave, to name a few! Salaries for candidates outside the U.S. will vary based on local compensation structures.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • GolangLanguages
    • TypeScriptLanguages
    • SCSSLanguages
    • ReactLibraries
    • ReduxLibraries
    • CypressFrameworks
    • DockerFrameworks
    • gRPCFrameworks
    • JestFrameworks
    • KubernetesFrameworks
    • OAuthFrameworks
    • React Testing LibraryFrameworks
    • CockroachDBDatabases
    • PebbleDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google CloudServices
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • InVisionDesign
    • AirtableManagement
    • NetlifyCMS
    • Chorus.AICRM
    • DocuSignCRM
    • DriftCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • AnaplanCRM
    • DemandbaseCRM
    • ClariCRM
    • PostBeyondEmail
    • MarketoLead Gen
    • BizibleLead Gen
    • SlackCollaboration
    • ZoomCollaboration
    • Google MeetCollaboration
    • CultureAMPCollaboration
    • PaveCollaboration
    • BambooHRCollaboration
    • JIRAProject Management
    • LookerProject Management

Location

Situated in the heart of the Financial District, the Cockroach Labs SF office enjoys close proximity to downtown destinations, historic landmarks, and a diverse range of places to explore, from the iconic Dragon's Gate of Chinatown to the newest trendy taqueria and everything in between.

An Insider's view of Cockroach Labs

How would you describe the company’s work-life balance?

Work / life balance is amazing at CockroachLabs. The work is challenging and engaging, and it’s a true pleasure to work with so many talented and thoughtful people. CockroachLabs has a good balance of structure and flexibility in place to support team connection across the company, productive yet sustainable work, and life outside of work.

Celia

Member of Technical Staff

How do you make yourself accessible to the rest of the team?

Setting the right availability/communication expectations is key. We share our preferences in our Slack profiles and are mindful of them. I make myself accessible as a leader of our ERG for Women of CRL and of Women in Sales at CRL, and as a friend to my team. We regularly have 1:1s to support & share ideas as we continue this journey as ONE TEAM.

Charlotte

Enterprise Account Executive

What are Cockroach Labs Perks + Benefits

Cockroach Labs Benefits Overview

Flexible Working: You are free to arrange your work schedule to meet your individual circumstances.

Well-being for All: We partner with Spring Health (12 pre-paid sessions per year), LiveHealth Online, and an Employee Assistance Program to provide free counseling and mental health support on our team.

Flex Fridays: Focus on what drives and motivates you outside of core work responsibilities. This is your day to self-manage and grow in whatever way you choose.

Flexible Time Off & Hours: We care about productivity, not face time. Take time off when you need it and disconnect when you're not at work. Arrange your calendar in the way that makes the most sense for your unique personal and professional priorities.

Having Fun Together: In addition to sharing meals and snacks in the office and through online #donut meetings, we dedicate company time to bond through in-person and virtual activities and events that include trivia, karaoke, paint-alongs, games, cocktail crafting, cooking, fitness classes, and more.

Team Trips: Twice a year we try to all meet in person. These might be trips to the NYC HQ or to camp in the mountains. The connections made in these environments build friendships, inspire ideas, and deepen the ties which make working together fun and productive.

Learning is Good: We provide an annual stipend to support your learning and development. We also host free professional development workshops throughout the year.

Parental Leave & Family Planning: We offer 12 weeks of paid parental leave to all new parents after 30 days with us, individualized transition time and re-entry support (including 80% return with Family Fridays), an additional 2 weeks of PTO if leave is taken all at once, plus $500 in baby bucks. We provide family planning support through the Cleo platform and dependent care FSA.

Health, Retirement, & Other Perks: competitive health insurance coverage for you & your dependents; One Medical membership; XP Health smart vision platform benefits; gym discounts; gender-affirming care; life insurance; free Covid testing; employee discounts & perks through SmartSpend; commuter benefits; FSA; 401(k).

Culture
Volunteer in local community
CRL dedicates at least 2 days per year to volunteering and partners with Sequoia for additional volunteer opportunities. For each hired referral, we donate $2,500 to the referrer's charity of choice.
Partners with nonprofits
CRL has ongoing partnerships with orgs including Black Girls Code, Power to Fly, and Marcy Lab. Our marketing, events, and recruiting teams have long replaced swag gifts with charity-based campaigns.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
We understand flexibility is essential and encourage employees to work with their managers on determining an agreeable regular schedule. Each Friday is Flex Friday, a day to self-manage and grow.
Remote work program
Cockroach Labs has adopted a distributed workforce model. We support employees who work in multiple locations, from our corporate offices, to home offices, to co-share spaces, to some combination.
Diversity
Mandated unconscious bias training
CRL regularly conducts company-wide and departmental trainings on avoiding unconscious bias, anti-harassment, and fairness in hiring.
Mean gender pay gap below 10%
Diversity employee resource groups
CRL's CREWS groups aim to foster inclusivity and connection. POC@CRL, Women of CRL, Infinite Colors (neurodivergence), and Roacher Pride are currently active, and any Roacher can make a new one!
Hiring practices that promote diversity
CRL has built more equitable hiring practices with resume-less, exercise-based interviews and standardized rubrics across all interviews, along with regularly conducted unconscious bias training.
Health Insurance + Wellness
Flexible Spending Account (FSA)
CRL's employees have the opportunity to elect into an FSA which allows them to make pre-tax contributions to an account for medical expenses.
Disability insurance
U.S. employees are covered by Cockroach Labs's short- and long-term disability insurance.
Dental insurance
Cockroach Labs offers comprehensive dental coverage with preventative care coverage at no cost to employees.
Vision insurance
We cover 100% of the premium for vision insurance which covers up to $130 in frames or contact lenses per year and XP Health membership (includes 3 $180 benefit credits for eyewear or lenses).
Health insurance
Competitive Medical, Dental, Vision, Basic Life, AD&D, and Disability Insurance for you, your spouse, partner, and/or dependents, along with One Medical and LiveHealth Online memberships.
Life insurance
Cockroach Labs offers competitive life insurance to our employees.
Pet insurance
Lower vet bills by up to 90% with a pet insurance policy.
Wellness programs
We offer a gym reimbursement program and contribute to CitiBike memberships.
Team workouts
Our Workplace Experience team organizes wellness events including summer yoga and outdoor retreats when conditions allow. Members of our #fitness channel meet daily for 15 min workouts.
Mental health benefits
Cockroach Labs partners with Spring Health to provide pre-paid therapy sessions to all employees in addition to an EAP and a LiveHealth Online membership.
Financial & Retirement
401(K)
Company equity
Equity compensation is determined by the impact we expect an individual to have in their role paired with the risk that earlier employees took in joining the company.
Charitable contribution matching
Cockroach Labs matches employee referral bonuses with an equivalent donation to a 501(c)(3) organization of the employee's choice.
Child Care & Parental Leave
Childcare benefits
Dependent FSAs allow you to set aside pre-tax dollars for child care during the day or before/after school. Cockroach Labs also gift new parents $500 Baby Bucks to use on family essentials.
Generous parental leave
Cockroach Labs offers up to 12 weeks of flexible family leave with an additional 2 weeks of PTO, $500 Baby Bucks, re-entry support with an 80% return, and more to all employees.
Family medical leave
Employees in need may qualify for a leave of absence to care for their own serious health condition or that of a spouse, child, or parent.
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Cockroach Labs regularly hosts Connect + Contribute Days, company-wide opportunities to volunteer or contribute to your community on company time.
Sabbatical
Employees with over five years of service who have significantly impacted the company's success are eligible for up to three months of sabbatical leave.
Paid holidays
Paid sick days
Cockroach Labs offers up to two weeks per year of sick leave in addition to flexible PTO.
Office Perks
Commuter benefits
Pre-tax Commuter Account & Citi Bike Membership Contributions.
Company-sponsored outings
Monthly Company Activities, Holiday Parties, & Bi-Annual Company Trips.
Free daily meals
Fully stocked office kitchens and catered lunches Monday through Thursday or meal stipends for employees when in office. Monthly customizable snack box deliveries for hybrid and remote employees.
Free snacks and drinks
All corporate offices have fully stocked kitchens with unlimited snacks and beverages. Visit the NYC HQ for kombucha on tap!
Some meals provided
Catered lunches Monday through Thursday or daily meal stipends for employees when working from a Cockroach Labs office. Monthly customizable snack box deliveries for remote employees.
Company-sponsored happy hours
Cockroach Labs regularly hosts in-office and virtual happy hours. Our POC@CRL CREWS group hosts monthly "Wine Wednesday" Kickbacks.
Recreational clubs
Recreational Clubs at Cockroach Labs includes #fitness, ping pong, book club, and more!
Relocation assistance
Relocation assistance for you and your family to move to a corporate office location.
Fitness stipend
Cockroach Labs offers a gym reimbursement program and CitiBike membership discounts.
Home-office stipend for remote employees
New Roachers are eligible for up to $1000 in reimbursements to improve their work-from-home setup ($500 yearly thereafter for fully remote employees).
Onsite gym
Professional Development
Job training & conferences
$2500 Learning is Good Budget - to be used for learning materials, conferences (and travel), and continued education.
Tuition reimbursement
$2500 Learning is Good Budget - to be used for learning materials, conferences (and travel), and continued education.
Lunch and learns
Lunch & Learns are regularly hosted at Cockroach Labs.
Promote from within
Mentorship program
New Roachers are paired with a "Roachmate" to act as guides and buddies through onboarding. The Engineering department offers a formalized Mentorship Program.
Continuing education stipend
$2500 Learning is Good Budget - to be used for learning materials, conferences (and travel), and continued education.
Continuing education available during work hours
Flex Fridays are your days to self-manage and grow how you best see fit.,
Online course subscriptions available
Customized development tracks

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