Customer Success Manager
2 weeks ago
A Little About Us
Innovative, collaborative minds wanted. The world loves Postgres. We envision a world where organizations thrive by harnessing the full power of Postgres, the world’s fastest growing and most loved and used open source database. Our mission is to enable data teams everywhere to harness the full power of Postgres, whether on premises or in the cloud, with high availability, reliability, scalability, and security.
We’re #1 in Postgres. We aspire to become #1 in Postgres AI. We’ve been major contributors to Postgres since the beginning and we are proud to call thousands of boundary-pushing customers our partners. Proud though we are, we are not resting on our laurels. There’s plenty of work to do. The good news is that everything we do will impact Postgres, which is to say that it will impact the world. No pressure.
EDB empowers organizations to take control of their data. As one of the leading contributors to the vibrant and fast-growing Postgres community, EDB is committed to driving innovation in AI, data and enterprise database technology. Our work is fueled by creative, dedicated people who are committed to help our customers and the community take Postgres everywhere. Join us
Role Summary
Customer Success Managers (CSM) at EDB are highly engaged in relationship management of EDB’s top-tier accounts. This position is tightly aligned with the goals and mission success of a small select group of EDB’s large enterprise accounts. Managing the complex needs of these high-impact accounts requires deep knowledge of the customers’ business, industry, and stakeholders. CSMs provide consultative guidance to their accounts and are frequently viewed as an extension of customer teams. This is a dynamic, high-visibility role within EDB.
You have high standards and professional savvy, with a proven track record of working with Fortune-ranked companies across all verticals, serving as a consultative member of your accounts’ teams. You bring proven success in maximizing life-time value, retaining, and growing customer partnerships, and expanding the adoption of EDB solutions and services. You will lead development calls, and track and execute tailored success plans to achieve goals and objectives.
You will guide your accounts along their EDB journey, leveraging insights from data and engagement as their trusted advisor, driving solid outcomes to deliver an exemplary customer experience.You will also collaborate with key EDB stakeholders, including Sales, Services, Support, Product, and Marketing teams, as well as other members of the Customer Success team.
What your impact will be:
Deliver a world-class customer experience as a trusted advisor that meets and exceeds success in deployment, adoption, and value realization of EDB offerings.Prepare status, reports, and readouts to executive and senior leadership.Create and implement individual Customer Success Plans – assess, identify, measure, and define goals using data analytics and leveraging customer relationships and knowledge.Achieve targeted ARR goals via expansion, growth, and renewal of account portfolio.Proactive management of enterprise-level customers to optimize account health, mitigate risk, and reduce churn.Nurture relationships to identify opportunities for expansion and growth, adoption, and references.Utilize consultative motions to drive outcomes throughout the customer lifecycle.Foster productive relationships with Sales and Solutions Engineers to identity and close opportunitiesLead the coordination of EDB resources and escalate issues for successful resolution.Prepare and present Executive Business Reviews (EBRs) to show progress, value realization, and stakeholder management.Consult on benefits and value of EDB offerings and related technologies.Individual contributor with expectation to lead, mentor, and be a resource for Customer Success team members and Customer Success-sponsored projects.Skilled at project management of high-level accounts, and able to report internally on project status.Secure customer highlight stories and provide relevant use cases to align with marketing initiatives.Share experiences with your portfolio to build upon knowledge across the global Customer Success team.What you will bring:
8+ years of account management experience in Customer Success along with Pre-sales, Consulting, Customer AdvocacyHighly skilled experience in successfully managing multiple complex top-tier enterprise-level accounts in a dynamic environment.Cultivates relationships at all levels of an account, including key senior decision makers.Direct experience working with globally distributed and remote internal and external teams.Strong professional presence with clear communication and interpersonal skills. Must be able to deliver presentations and demos to all stakeholders, including C-suite.Strategic, proactive, and problem-solving mindsetOutcome-oriented and high empathy for exceptional customer experienceStrong discipline in using CRM tools; leverages data and analytics for insights to promote health, and drive strategy.Leads and contributes to Customer Success team initiatives and projects and serve as a mentor to other EDB team members.What will give you an edge:
Experience with Partner relationship management.Knowledge of PostgreSQL, Linux, RedHat Linux, HPE OpenSource, cloud service providersEDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to Modern Health to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to June 2024 Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.
We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply
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