Customer Success Manager

The world loves Postgres. If you work with developers or data scientists or anyone wrangling data, you’ll probably see a sticker with the tusks and trunk of the Postgres elephant on the lid of a nearby laptop. EDB has a lot to do with that.

We’ve been major contributors to Postgres since the beginning, and we are proud to call thousands of boundary pushing customers our partners. Proud though we are, we are not resting on our laurels. There’s plenty of work to do. The good news is that everything we do will impact Postgres, which is to say that it will impact the world. No pressure.

As an EDB Customer Success Manager (CSM), you will be at the forefront of our customer-centric strategy, ensuring our customers are achieving their goals and attaining sustainable value from our solutions. As a member of the CSM team, you will collaborate across all functions of the EDB organization to drive adoption, growth, and retention to your accounts while ensuring a positive customer experience.

WHO Your passion as a professional CSM is being a champion for your accounts. You will develop, prioritize, and execute customer success plans to nurture and guide your

customers along their journey with EDB, leveraging insights from data and engagement. Working in a dynamic environment, you are able to successfully manage multiple accounts as you deliver an exemplary experience by advocating on your customers’ behalf. You can drive synergy across internal and customer teams to bring solid results and issue resolution. You will serve as your customers’ EDB trusted advisor.

EXPECT to collaborate with other EDB functional teams to provide outstanding customer outcomes. You will be your customers’ advocate with key EDB stakeholders including Sales, Services, Support, Product, and Marketing teams, as well as other members of the Customer Success team.

Responsibilities

• Deliver a world-class customer experience as a trusted advisor that achieves success in deployment, adoption, and value realization of EDB offerings
• Create and implement individual Customer Success Plans by assessing, identifying, measuring, and defining customer goals and objectives using data analytics and customer knowledge
• Proactive management of customers to optimize account health, mitigate risk, and reduce churn
• Nurture accounts to identify opportunities for expansion and growth
• Utilize consultative motions to drive outcomes throughout the customer lifecycle
• Oversee and lead the coordination of EDB resources and escalate account issues for successful resolution
• Cultivate customer relationships to build strong advocates that generate insightful case studies and customer references
• Prepare and present Executive Business Reviews (EBRs) to show progress, value realization, and stakeholder management
• Consult with customers on benefits and value of EDB portfolio and related technologies

Required Experience/Skills

• 8+ years of account management experience in Customer Success, Sales, Consulting, Customer Advocacy, or relevant experience
• Highly skilled experience in successfully managing multiple high value accounts and customers in a dynamic environment
• Establishes effective working relationships with stakeholders across functional areas and levels of a customer’s organization up to C-level executives
• Direct experience working with globally distributed and remote customer and internal teams
• Nurture and manage customer relationships to ensure high customer satisfaction that results in adoption, growth, retention, and references
• Strong professional presence; can effectively deliver presentations and demos, have clear communications and interpersonal skills
• Proactive and creative problem solving mindset
• Passionate and high empathy for customer experience
• Strong discipline in using CS Management tools to derive insights, and optimize account health
• Commitment to continuous learning and improvement
• Consistently contributes to CS team initiatives and projects
• Experience with Partner relationship management a plus
• Knowledge of PostgreSQL, Linux, RedHat Linux, HPE OpenSource, cloud service providers is desired
• Bachelor’s degree in a Business, Technology, or related field

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!

EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.

Our US benefits package is listed here – additional benefits packages available upon request

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