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Director, Customer SuccessSanta Clara, California, United States


Director, Customer Success

Santa Clara | California | United States

In this environment, big things happen. Every day, we're translating vision into reality by tackling new and exciting challenges head-on. This is a breakthrough stage in our company, where the enthusiasm of our employees and leadership team is infectious and growing.

We're looking for a Director of Customer Success as the first hire in the function at Couchbase. The individual will help define the strategy, metrics and operating mechanisms for the function and help Couchbase predictably deliver value to customers, driving our renewal rate, upsell rate, and sales reference rate, thereby leading to predictable revenue. You will ensure that customers are effectively on-boarded and get maximum value from products and services provided, as well as ensure the overall health of the customer relationship.

This role works directly with cross functional leaders from sales, sales engineering, professional services, technical support, product management and engineering in establishing and executing best practices around customer success. As a successful candidate, you will have built out and scaled a customer success function in a fast paced mid-sized growth oriented company. You must be highly strategic, analytical, detail oriented, technically competent, and able to effectively influence both within the organization and with our external customers and partners. Operating with the highest integrity, you are action-oriented, innovative and customer focused.

What You'll Achieve

3 months:
Learn, be familiar with Couchbase products and services, positioning, and competition
Define baseline customer success strategy
Outline initial recommendations on Couchbase customer success best practices, processes, and metrics
Begin to meet and engage with a key portfolio of customers, becoming fluent in their history, their business outcomes, and their goals
Develop working partnerships with the Couchbase account teams supporting our customers

12 months:
Own the engagement and retention of our customers
See tangible outcomes and deliverables due to successful transformation path, leveraging the Couchbase Data Platform and associated services
Fully implement new Couchbase customer success strategy, methodologies, and processes
Deliver initial meaningful improvements in the value we are demonstrating to our customers and our customer success program

    • Define our customer success strategy and processes
    • Define the methodologies and best practices we adopt
    • Outline the Couchbase customer success coverage plan and multi-year customer success org journey
    • Determine the optimal customer journey and define and oversee customer lifecycle processes/touch points
    • Develop and drive the customer escalation process
    • Drive true value for customers
    • Become a trusted right-hand advisor by developing ways for customer success to deeply understand our customers' objectives
    • Determine how to define, drive, and demonstrate the value (ROI) delivered
    • Orchestrate the cross-functional team responsible for helping to drive customer success
    • Be an expert on best practices in change management and help foster company-wide culture of Customer Success
    • Clarify ownership for each part of the journey
    • Gather feedback from other departments, including Sales, Sales Engineering, Services, Technical Support, Product Management, and engineering to improve the customer experience
    • Advocate for changes in other departments' ways of working (including our onboarding process) and collaborate with them to implement those
    • Achieve operational excellence
    • Define metrics that measure our delivery of value to customers (e.g., product utilization, NPS, retention, renewal rate, sales references, upsell rate, etc.)
    • Continuously communicate metrics to cross functional leadership team

Preferred Qualifications
    • BS in Computer Science or related technical field with MS, or commensurate experience
    • MBA a plus
    • 7+ years working in customer success, technical account management or a related field
    • Experience successfully collaborating with and influencing cross-functional stakeholders and executives
    • Proven ability to work in an environment with limited processes
    • Deep knowledge of tools and best practices in customer success
    • Experience with Open Source solutions
    • Experience working in a company selling applications, middleware, database, data warehouse, data integration technology or big/fast data technologies

Minimum Requirements
    • Excellent communication and presentation skills directed at both business oriented and technical audiences
    • Experience working at an Enterprise Software and/or SaaS company in a customer success function
    • Experience with annual subscription offerings

About Couchbase

Couchbase's mission is to be the data platform that revolutionizes digital innovation. To make this possible, Couchbase created the world's first Engagement Database. Built on the most powerful NoSQL technology, the Couchbase Data Platform offering includes Couchbase Server and Couchbase Mobile and is Open Source. The platform provides unmatched agility and manageability - as well as unparalleled performance at any scale - to deliver ever-richer and ever more personalized customer experiences. The world's largest enterprises choose Couchbase for the most demanding web, mobile and IoT applications - companies like Amadeus, AT&T, Cisco, Comcast, Concur, Disney, Dixons Carphone, eBay, General Electric, LinkedIn, Marriott, PayPal, Ryanair, Viber, Tesco, United Airlines, Verizon, Wells Fargo, and hundreds of others around the world use Couchbase Data Platform for their interactive web, mobile, and IoT applications.

Couchbase's HQ is conveniently located in Santa Clara, CA with additional offices throughout the globe. We're committed to a work environment where you can be happy and thrive, in and out of the office.

At Couchbase, you'll get:
* A fantastic culture
* A focused, energetic team with aligned goals
* True collaboration with everyone playing their positions
* Great market opportunity and growth potential
* Time off when you need it.
* Regular team lunches and fully-stocked kitchens.
* Open, collaborative spaces.
* Competitive benefits and pre-tax commuter perks

Whether you're a new grad or a proven expert, you'll have the opportunity to learn new skills, grow your career, and work with the smartest, most passionate people in the industry.

Revolutionizing an industry requires a top-notch team. Become a part of ours today. Bring your big ideas and we'll take on the next great challenge together.

Check out some recent industry recognition:
* One of CRN's 35 Coolest Data Management And Integration Vendors
* No. 17 on Forbes' list of Best Big Data Companies to Work For
* 5 Data Startups To Watch Out For In 2017 by Innovation Enterprise
* Document Store Leader by Forrester Research Inc.
* Winner of TechTarget's 2017 Modern Mobility Innovation Award for its role in providing offline synchronization capabilities to GE's Predix Platform.
* Big Data NoSQL Leader by Forrester Research Inc.
* "Best in Show" in Software Development by SD Times
* Strong Performer in In-Memory Database Platforms by Forrester Research Inc.

Want to learn more? Check out our blog:

Couchbase is proud to be an equal opportunity workplace and is dedicated to pursing, hiring and developing a diverse workforce. Individuals seeking employment at Couchbase are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

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