Enterprise Customer Success Manager

Enterprise Customer Success Manager (Bilingual)

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

Key Strategic & Retention Responsibilities

• 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, consulting on MariaDB best practices to ensure customers receive value.
• 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 leveraging MariaDB capabilities.
• 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.
• Effectively communicate customer needs to other parts of the business and act as a customer champion within the company.
• Work collaboratively and influence other departments to promote customer satisfaction and success.
• Manage and maintain customer portfolio in achieving the company's Net Retention goals.

Qualifications

• Always represent the company in a knowledgeable and professional manner.
• Possess a mix of technical acumen, intellectual curiosity, and interpersonal relationship-building skills.
• Excellent time management and organization skills.
• Ability to develop and maintain C-Level relationships.
• Ability to deliver custom ROI analysis for your customer portfolio.
• Comprehensive understanding of customer success principles.
• Strong understanding of MariaDB features, architecture, and common use cases in enterprise solutions.
• Can speak to new features and quickly speak to new releases of MariaDB.
• High attention to detail.
• Proficient in identifying and understanding complex business needs as it relates to MariaDB.

Location & Job Info

Full-Time; Hybrid (London)

Why Join Us

Impact the world of technology by pushing the boundaries of technology and business models, working at MariaDB. Be part of a game-changing organization that encourages outside-the-box thinking, values empowerment, and is truly shaping the future of the software industry. You'll be collaborating with high-caliber colleagues around the world, offering unparalleled learning and growth opportunities. We provide a very competitive compensation package, additional benefits and a massive degree of flexibility, freedom, and more.

How to Apply

If you are interested in this position, please submit your application along with your resume/CV through our Greenhouse ATS system.

• MariaDB does not sponsor work visas or relocation.
• MariaDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
• MariaDB will not accept agency resumes without prior contractual agreement with HR. Please do not forward resumes to any recruiting alias or employee directly. MariaDB is not responsible for any unsolicited resumes.
• MariaDB is an equal opportunities employer.

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How many years of experience do you have as a Customer Success Manager within the IT Industry? Select

Has any of your CSM work been for a database, or data management business? Select

Are you fluent in both German and English? (Bilingual German / English skills are mandatory) Select

Are you based close enough to London, to be onsite at our offices every week (Tues & Thurs, mandatory)? Select

This role requires regular travel to meet with your customers across Europe. Are you willing and able to travel approximately 40% of the time for this role? Select

Have you been directly responsible for reducing customer churn, in your current or prior roles? Select

How do you collaborate with other departments, such as sales and product development to ensure customer success?

Have you worked with different Customer Tiers before? In previous roles, how were customers segmented and what were the differences between tiers?

MariaDB does not process visas, or visa extensions. Are you legally able to work for any UK employer long term, without requiring a visa? Select