ASSOCIATE CUSTOMER SUCCESS MANAGER

MariaDB is making a big impact on the world. Whether you’re checking your bank account, buying a coffee, shopping online, making a phone call, listening to music, taking out a loan or ordering takeout – MariaDB is the backbone of applications used everyday. Companies small and large, including 75% of the Fortune 500, run MariaDB, touching the lives of billions of people. With massive reach through Linux distributions, enterprise deployments and public clouds, MariaDB is uniquely positioned as the leading database for modern application development.

SUMMARY

The Associate Customer Success Manager (CSM) will be responsible for the long-term success, value, and retention of their customer portfolio utilizing our MariaDB database solutions. They will strengthen and manage the partnership between customers and the company. This role focuses on interacting with customers regularly to build relationships, drive adoption, and provide awareness of all available company resources. Through collaboration, they will educate customers to achieve their business goals and maximize value from their investment with our MariaDB solutions. The Associate CSM is the primary point of contact for escalations and is responsible for working in collaboration with a team of Account Executives, Sales Engineers and other cross-functional teams, focused on helping our customers achieve their business goals.

QUALIFICATIONS

• Possess a mix of technical acumen, intellectual curiosity, and interpersonal relationship-building skills.
• Good time management and organization skills.
• 1-2 Years of relevant experience (customer support, entry level account management, graduate)
• Ability to develop and maintain C-Level relationships.
• Ability to deliver custom ROI analysis for your customer portfolio with minimal guidance.
• An understanding of customer success principles.
• Basic understanding of relational databases and specifically MariaDB concepts and features.
• Can speak to new features and quickly speak to new releases of MariaDB.
• Communicates effectively at all levels with confidence.
• Creates persuasive, clear, and concise emails and presentations for various audiences with minimal guidance
• Willingness to travel as required for the role, approximately 25%

• Support and engage with customers throughout all stages of their customer lifecycle: onboarding, adoption, expansion, retention, and advocacy.
• Guide new customers through onboarding for MariaDB deployments.
• Manage and maintain the automated program supporting relevant accounts within the portfolio.
• Formulate an ongoing meeting cadence with the assigned portfolio.
• Become a trusted advisor and advocate for customers within the company.
• Understand customers’ data management strategies and effectively articulate additional improvements and/or new strategies for their MariaDB implementations with minimal guidance.
• Identify proactive opportunities to work with and provide value to customers.
• Proactively address customer experience issues early, collaborating with Technical Support to understand their customer’s issue, and assisting as an escalation point of contact.
• Work with Sales Engineers and Professional Services to determine appropriate services for MariaDB upgrades, migrations, deployments, and/or maintenance.
• Conduct regular business reviews within accounts, showcasing value and learning about business goals and priorities.
• Encourage customer participation in company initiatives (Webinars, Roadshows, Product Feedback, etc).
• Responsible for measuring, managing, and improving customer health, engagement, and value realization.
• Coordinate with Account Executives to ensure the upgrade, migration, and/or growth of the customer portfolio.
• Articulate growth plans, expectations, and successes; documented and tracked within success plans.
• Manage and maintain customer portfolio in achieving the company’s Net Retention goals.