As a Senior Customer Success Manager supporting our West Region, you will be responsible for driving technical and business outcomes across key areas of the customer journey. You will work closely with a small number of enterprise customers, leading a range of efforts including customer onboarding, engagement management, adoption, and operationalizing of YugabyteDB.

Role and Responsibilities

• Work alongside other Yugabyte account team members to facilitate alignment on customer goals, drive collaboration on account team planning, and proactively align Yugabyte resources to customer needs
• Guide and direct Yugabyte/Customer engagement efforts ensuring the alignment of delivery to technical and business objectives
• Enable post-sales activity with customers through deep understanding of customer needs and goals, customer relationships, planning and execution. 
• Establish and manage the cadence of meetings with internal and external stakeholders, ensuring engagement and alignment of both technical and business customer objectives
• Drive product adoption and expansion through customer-aligned account management with a focus on achieving customer outcomes
• Identify and communicate customer technical issues to appropriate Yugabyte teams with appropriate context and urgency, and manage the progress of these tickets
• Plan, organize, and lead complex logistical projects, proactively providing detailed updates (usage, upgrades, engagement) on multiple projects

Required Experience

• Experience building strong customer relationships and adding value that drives positive customer outcomes (product adoption, value discovery, customer engagement, customer value metrics, etc.)
• Track record of driving product adoption and expansion through customer-aligned account management, and collaboration with internal and external stakeholders
• Technical understanding of the data infrastructure ecosystem, technical ecosystem adjacent, software development, and database management systems
• Deep customer empathy, with experience leading enterprise customers on large, highly-technical journeys (implementations, upgrades, etc.)
• Experience working with a broad range of technical personas (DBA, IT, Operations, Application Developers)
• An understanding of the complexities involved with operating large IT environments, with an appreciation for both systems and applications
• Project management experience, including the organization and orchestration around  customer usage, upgrades, and engagement