Customer Success Manager (Remote)

at  Percona

As the leading provider of open-source database solutions, Percona’s Customer Account Teams own and execute a portfolio of renewal contracts for Percona customers in an assigned territory. The Customer Success Manager will own their renewal pipelines, identify growth opportunities, negotiate contracts, and work cross-functionally to ensure the customer’s success with Percona.
We’re looking for a customer success manager with proven sales and account management experience to join our team. Our ideal candidate is someone who has proven experience in a software technology organization. You will be motivated by building strong customer relationships and driving growth within your account base through solutions selling. You love to be surrounded by other smart, driven people who are eager to share their knowledge, and will always have your back.
This is a fully remote role with time zone coverage for the Americas. The candidate must be located within the Americas region.

WHAT YOU WILL DO:

• Achieve monthly/quarterly/annual renewal and expansion targets
• Ability to qualify and negotiate expansion opportunities within existing accounts
• Analyze customer engagement to form accurate forecasts, and to have complete visibility into the renewal pipeline;
• Identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead and present at regular remote client meetings
• Work cross-functionally with Customer Success and delivery teams through the customer lifecycle including customer touchpoints, account growth, and renewals, providing transparency and accountability
• Understand a customer’s overall use of Percona’s products, services and drive adoption and success within your assigned customer base
• Act as an internal advocate between customers and business functions (Sales, Marketing, Product, and other teams within Global Services) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s adoption.
• Work as a critical part of a broader effort to drive customer engagement, programmatic customer adoption, retention,n and expansion results
• Track and share customer feedback with appropriate teams on an ongoing basis

WHAT YOU HAVE DONE:

• 3+ years of Account Management/Sales/Customer Success experience required, preferably at a subscription-based or open-source software company
• Achievement of retention, growth, and profitability targetsUnderstanding of customer health, using data from various systems to present a holistic view of the customer experience
• Strong understanding of customer success techniques and strategies
• Excellent English written and verbal communication skills
• Experience navigating complex work processes, tight timelines, and changing teams
• Extremely detail-oriented, self-motivated, and organized
• Knowledge of SalesforceKnowledge of marketing tools
• Comfortable working from home or co-working office