Careers
Join the globally distributed Severalnines team

Customer Success Manager (Remote)

Started by ex-MySQLers, Severalnines has been in business for 10 years and produces the #1 Database Automation Platform powered by AI for the most popular open-source databases including MySQL, MariaDB, Postgres, Redis, TimescaleDB, MongoDB and more to come. We are seeking our 1st dedicated Customer Success Manager. This role is remote, as the entire company is remote – our focus is on hiring the best. Come join a profitable, successful start-up that has not raised VC or PE funds. 

Our products are world class, the database market is massive (IDS estimates it to be $119B+ by 2025!) and the fastest growing segment is DBaaS in the Cloud – we are right at the crosshairs! This is a great opportunity for a Customer Success Manager who is looking to grow their career and make an impact, helping define this critical role in our company. We are a diverse team in over 22 countries that believe in continuous learning and helping each other grow their career.

Responsibilities:

  • Own book of business responsible for customer/product success and revenue growth
  • Coordinate Onboarding  new customers and setting them up for success
  • Understand how our customers want to use Severalnines products and helping make those aspirations a reality: be the companion on their journey from onboarding, adoption and a lifetime of success
  • Partner with internal team members on upsell opportunities
  • Support customers to rollout additional use cases and enable them to have the best possible impact on their business
  • Monitor and improve customer success KPIs, and work to make customer success processes and structures scalable
  • Further develop, continuously test and rapidly execute onboarding, user education, support and account management processes.
  • Gather feedback and success stories directly from our customers, developing ideas to improve the product, sharing these ideas with the Product and Engineering teams
  • Partner with cross-functional teams across the business including: Sales, Marketing, Product and Engineering  in order to help implement a comprehensive CS strategy with a customer-first approach.
  • Communicate and effectively partner with Sales, Finance, and Sales Management regarding forecasting, pricing, and completing transactions

What you bring:  

  • You hold a university degree and have 3+ years work experience in Consulting, Customer Success, Customer Support, Sales, Account Management, or a similar customer-facing role, ideally in database software company
  • You are fluent in English both in written and spoken form
  • You excel at communicating complex processes in a simple way
  • Sales Stack experience – Salesforce, Slack, GDrive or equivalent technology
  • Superb ability to build rapport with customers and to represent their best interests
  • You are a very process driven person and continuously work to improve existing processes.
  • You have a good understanding of technology and make decisions based on data
  • A desire to “roll-up-your-sleeves” when a customer has an issue and help do initial triage or resolution when needed
  • Thoughtful, curious, and a problem-solver
  • Personable and collaborative, able to work across teams and functions
  • Passionate about building customer success "Brand" - being a difference maker
  • Open Source and Database experience a plus

What will set you apart:

  • Experience in a SaaS software company
  • Empathy and curiosity, a people-person who seeks to fully understand your customers 
  • You LOVE technology and want to learn all about how our customers use Severalnines Products
  • You like the start-up environment and can wear your hat in any direction