Enterprise Customer Success Manager

📋 Description

• • Serve as the primary point of contact for enterprise customers throughout their entire lifecycle, including onboarding, adoption, expansion, retention, and advocacy.
• • Guide new customers through MariaDB deployment onboarding, providing consultation on best practices to ensure successful value realization.
• • Establish and maintain a consistent meeting cadence with assigned customer portfolios to foster ongoing engagement and trust.
• • Act as a trusted advisor and internal advocate for customers, representing their needs and feedback across internal teams.
• • Analyze customers’ data management strategies and recommend enhancements or new approaches leveraging MariaDB’s capabilities and features.
• • Proactively identify opportunities to deliver additional value to customers and address potential experience issues before escalation.
• • Collaborate with Technical Support to resolve customer issues and serve as the escalation point of contact for critical concerns.
• • Partner with Sales Engineers and Professional Services to determine optimal services for MariaDB upgrades, migrations, deployments, and maintenance.
• • Conduct regular business reviews with customers to demonstrate value, understand evolving business goals, and align on success metrics.
• • Encourage customer participation in company initiatives such as webinars, roadshows, and product feedback programs.
• • Measure, manage, and improve customer health, engagement, and value realization using defined metrics and tools.
• • Coordinate with Account Executives to drive portfolio growth through upgrades, migrations, and expansion opportunities.
• • Document and track customer growth plans, expectations, and successes within formal success plans.
• • Communicate customer needs and insights effectively to product, engineering, and other departments to influence roadmap and service improvements.
• • Work cross-functionally to promote customer satisfaction and ensure alignment across sales, support, and services teams.
• • Manage customer portfolio to achieve company-wide Net Retention goals through strategic relationship management and value delivery.
• • Maintain deep knowledge of MariaDB’s features, architecture, and enterprise use cases, and communicate new releases and capabilities to customers promptly.
• • Deliver customized ROI analyses to demonstrate the business impact of MariaDB solutions to enterprise clients.
• • Build and sustain relationships with C-level executives within customer organizations to strengthen strategic partnerships.
• • Represent MariaDB with professionalism, technical expertise, and a customer-first mindset in all interactions.