Customer Success Manager (Remote)

Americas

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Open Source Technology, Database Solutions, SoftwareIndustries

Requirements

Candidates must have at least 3 years of experience in account management, sales, or customer success, preferably within a subscription-based or open-source software company. A strong understanding of customer success techniques and strategies, excellent English communication skills, and proficiency with Salesforce and other marketing tools are required. Experience navigating complex work processes, tight timelines, and changing teams, along with being detail-oriented, self-motivated, and organized, is also necessary. Experience in technology sales and account management within fast-growing companies, open-source software, or database-specific companies, along with a solution selling mindset and strong relationship-building skills, will make candidates stand out.

Responsibilities

The Customer Success Manager will achieve monthly, quarterly, and annual renewal and expansion targets for a portfolio of customer renewal contracts. Responsibilities include qualifying and negotiating expansion opportunities, analyzing customer engagement for accurate forecasting and pipeline visibility, and managing risk through proactive customer touchpoints and resolution strategies. The role involves leading and presenting at regular client meetings, collaborating cross-functionally with Customer Success and Delivery teams, driving customer adoption and success with Percona's products and services, and acting as an internal advocate between customers and various business functions. Additionally, the Customer Success Manager will track and share customer feedback with appropriate teams to drive customer engagement, programmatic adoption, retention, and expansion.

Skills

Customer Success

Account Management

Renewal Management

Expansion Opportunities

Contract Negotiation

Consultative Selling

Open Source Databases

Sales Forecasting

Customer Relationship Management

Cross-functional Collaboration

Percona

Open-source database software and services

About Percona

Percona specializes in open-source database software and services, focusing on systems like MySQL, PostgreSQL, and MongoDB. The company enhances these databases to improve their speed and reliability, catering to over 3,000 clients globally, from small startups to large enterprises in various sectors such as technology, finance, and e-commerce. Percona's business model combines free open-source software with paid services, including consulting to optimize database performance and managed services for complete database management. They also offer Percona Monitoring and Management (PMM), a free tool for monitoring database performance. Percona stands out in the database management market due to its dual offering of free and paid solutions, making it a valuable partner for organizations that depend on effective data management.

Pleasanton, CaliforniaHeadquarters

2006Year Founded

$972.7KTotal Funding

GRANTCompany Stage

Data & Analytics, Consulting, Enterprise SoftwareIndustries

201-500Employees

Risks

Automated upgrades in PostgreSQL may cause compatibility issues for existing users.

Partnership with Lyrid could increase competition in the cloud-native database market.

New CTO appointment may lead to strategic shifts unsettling existing clients.

Differentiation

Percona uniquely supports both MySQL and MongoDB on traditional and cloud platforms.

They offer a mix of free open-source software and paid services for databases.

Percona is recognized for its expertise in database optimization and management.

Upsides

Growing demand for cloud-native solutions boosts Percona's open-source platform innovation.

Multi-cloud adoption presents opportunities for enhanced database management solutions.

AI-driven optimization tools offer potential for integration into Percona's products.

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