Manager, Customer Success - West AMER
New
C
Cockroach LabsEnterprise Software
Location: Remote, United StatesFull-TimeManager
Salary$130,000 — $188,000 USD
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Job Details
- Experience
- 8+ years in Customer Success, Account Management, or a related post-sales role in B2B SaaS or enterprise software; 5+ years leading or mentoring CSMs
- Required Skills
- SQLAccount ManagementData analyticsCustomer SuccessDistributed Systems
Requirements
- 8+ years of experience in Customer Success, Account Management, or related post-sales roles.
- Proven experience in B2B SaaS or enterprise software environments.
- 5+ years of experience leading or mentoring Customer Success Managers or similar teams.
- Experience operating as a player-coach in high-growth environments.
- Strong operational and analytical skills for improving customer health metrics and forecasting.
- Expertise in designing or scaling customer lifecycle programs and standardizing engagement tools.
- Demonstrated ability to influence cross-functional teams, including Sales, Product, and Support.
- Technical familiarity with modern cloud infrastructure, SQL databases, distributed systems, and multi-region architectures.
- Growth mindset with a track record of building inclusive and collaborative team cultures.
Responsibilities
- Lead, coach, and unblock a team of Customer Success Managers to drive regional customer health and renewals.
- Define and scale best practices for the entire customer lifecycle, including onboarding, cadence, and risk management.
- Operate as a player-coach for strategic accounts while the regional team scales.
- Partner with Sales to review renewals, expansion opportunities, and churn risks.
- Standardize regional tools, templates, and KPIs for team performance and customer metrics.
- Remove internal operational barriers to ensure customers reach production effectively.
- Build cross-functional relationships with Product, Sales, Support, and Field Engineering to influence roadmap priorities.
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