[Hiring] Senior Customer Success Manager @EDB

Role Description

The Customer Success Manager (CSM) is passionate about understanding our customers and partners to make them successful through extraordinary levels of service. The CSM will work independently and cross-functionally to address any satisfaction, growth or renewal opportunities and risks in their portfolio. The key goal of this role is to make every customer or partner in their portfolio successful and committed to EDB through a trusted advisor relationship.

• Responsible for owning the relationship within their portfolio of accounts.
• Hyper-focused on customer retention, providing technical product guidance, strategic business value and insights.
• Driving adoption and trust, and identifying opportunities to further drive value across our customers’ business.
• Requires exceptional tenacity, analytical prowess, strategy, service, leadership, and an innate passion for delighting our customers.

Qualifications

• 5-10+ years of experience in account management, solution engineering or client services in the context of enterprise technology.
• Experience managing multi-million dollar portfolios of recurring revenue.
• Outstanding oral and written communication skills.
• Inspiring presentation and public speaking experience (executive level audience).
• Impeccable attention to detail, highly organized, with an absolute focus on quality of work.
• Ability to communicate value add at all levels internally and externally.
• Strong management and business skills required.
• Bachelor degree; MS or MBA optional.

Requirements

• Technology Account Management.
• Deep customer relationship building.
• Database deployment and business models.
• Strategic partner engagement (Systems Integrators, Distributors, Resellers).
• Strategic business/technology leadership discussions.
• Program management.
• Project management.
• Relational database experience (PostgreSQL, MySQL, Oracle, SQL Server, Sybase, DB2).
• Good understanding of Relational database concepts.
• Software installation & software troubleshooting experience.

Responsibilities

• Provide strategic guidance to drive forward your account’s priorities and business goals.
• Ownership and accountability for ensuring customer growth, customer satisfaction and contract renewals within the assigned customer portfolio.
• Develop strong relationships with all key decision makers and influencers, including executive sponsors and partner contacts at various levels.
• Identify, influence, develop, and realize new opportunities for expanding your customer’s business volume.
• Translate results into actionable strategic and commercial outcomes.
• Uncover any risk that threatens your customer’s growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks.
• Choreograph other domain experts to deliver the outcomes of the account plan you are responsible for building and maintaining for each account.
• Collaborate effectively with internal and external colleagues to build a best-in-class customer experience.
• Take ownership of all direct communication and resolve escalations.
• Listen to customers carefully and truly understand customers’ strategic priorities, KPIs, growth initiatives, key business issues and opportunities.
• Ensure increasing user adoption of EDB platform by implementing best practices and providing technical guidance on product optimization.
• Serve as the liaison between product management and the customer with a focus on feature collaboration and communicating the EDB roadmap.

Benefits

• Access to CuraLinc for health and wellness tips and practices.
• Wellness Fridays extending to December 2026.