Customer Success Manager

Employment Type: Full-Time Location Type: Remote Salary: Not Specified

Position Overview

Are you ready to make a real impact in a high-growth, open-source technology company? At Percona, we’re the trusted leader in open source database solutions, helping businesses around the world optimize and scale their data environments. As part of our Customer Account Team, you’ll take ownership of a portfolio of customer renewal contracts in a defined territory, to drive success, growth, and long-term partnerships.

We’re looking for a Customer Success Manager who thrives in a fast-paced, collaborative environment. You’ll be supporting customers in the Midwest US, managing your own renewal pipeline, uncovering expansion opportunities, negotiating contracts, and working cross-functionally to ensure our customers get maximum value from their Percona partnership.

If you have a strong background in software or tech sales, a passion for building relationships, and a track record of driving account growth through consultative selling - this is your chance to shine. You’ll be surrounded by smart, driven colleagues who support each other, share knowledge, and love what they do.

Responsibilities

• Achieve monthly/quarterly/annual renewal and expansion targets.
• Ability to qualify and negotiate expansion opportunities within existing accounts.
• Analyze customer engagement to form accurate forecasts, and to have complete visibility into the renewal pipeline.
• Identify, clearly communicate, and manage risk throughout the year through proactive touch points, and take the lead in developing resolution strategies.
• Lead and present at regular remote client meetings.
• Work cross-functionally with Customer Success and Delivery teams through the customer lifecycle; including customer touchpoints, account growth, and renewals, providing transparency and accountability.
• Understand a customer’s overall use of Percona’s products and services, whilst driving adoption and success within your assigned customer base.
• Act as an internal advocate between customers and business functions (Sales, Marketing, Product and other teams within Global Services) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s adoption.
• Work as a critical part of a broader effort to drive customer engagement, programmatic customer adoption, retention and expansion results.
• Track and share customer feedback to appropriate teams on an ongoing basis.

Requirements

• 3+ years of Account Management/Sales/Customer Success experience required, preferably at a subscription-based or open source software company.
• Achievement of retention, growth and profitability targets.
• Understanding of customer health, as well as using data from various systems to present a holistic view of the customer experience.
• Strong understanding of customer success techniques and strategies.
• Excellent English written and verbal communication skills.
• Experience navigating complex work processes, tight timelines, and changing teams.
• Extremely detail-oriented, self-motivated and organized.
• Knowledge of Salesforce and other marketing tools.

What Will Make You Stand Out

• Experience in technology sales and account management within agile, quick growth companies.
• Experience in Open-source software or database specific companies.
• Solution selling mindset and experience.
• Strong relationship building skills and customer-centric focus.
• Consistent track record of exceeding targets.

Success Metrics

• Customer retention.
• Expansion, up-sell/cross-sell.
• Development of customer advocates/references.

Why Percona?

At Percona, we believe an open world is a better world. Our mission is to enable everyone to innovate freely, by providing the best open source database software, support, and services. We make databases and applications run better through a unique combination of expertise and open source software built with the community for you. Our technical teams are experts in MySQL, MongoDB, PostgreSQL, and MariaDB.

Percona is proud to be a remote company.