Job Description
Category-defining tech. Career-defining work.
Lots of tech companies disrupt. But, many fail when they try to scale. We’re different. CockroachDB makes it easier for companies to build and scale apps. This is how and why we’re helping some of the most innovative companies on the planet. We tackle problems head-on and focus on solutions that create lasting impact.
Because when our customers win, we all win.
The Role
As a Manager of Customer Success - EMEA, you will be regionally responsible for the performance of our Customer Success Managers, customer adoption and satisfaction, and enablement of customers to achieve the full value of CockroachDB. You align and manage to the vision and standards for how we engage customers from onboarding and proactive risk management through renewal and expansion, while building a high-performing, customer-centric team.
You will report to the Global Director, Customer Success and work within your region with Sales, Professional Services, Support, Field Engineering, and Product to deliver world-class outcomes for our customers. Cockroach Labs has a hybrid work model, with Roachers who are local to our London office attending on Tuesdays and Thursdays and working flexibly the rest of the week. We are committed to fostering a workplace that encourages collaboration and allows us all to do our best work. For this role, you must be based near London, and you will be expected to come into the office on Mondays, Tuesdays and Thursdays.
You Will
- Own regional customer health and outcomes. Drive adoption, customer health, satisfaction, and renewals across a portfolio of customers in your region by leading, coaching, and unblocking a team of Customer Success Managers (CSMs).
- Set and scale best practices for customer engagement. Define and continuously improve standards for onboarding, cadence and communication, production planning, risk and issue management, and accountability across your region.
- Act as a hybrid player–coach where needed. In earlier stages or in strategic accounts, operate as both a senior CSM and regional leader while the team builds out over time.
- Build and manage a high-performing team. Hire, onboard, and develop CSMs; define clear performance criteria; and foster a positive, collaborative culture that aligns with Cockroach Labs’ values.
- Drive revenue health in partnership with Sales. Review renewals, expansions, and churn risk on an ongoing basis with account teams; ensure there is a clear plan and ownership for every high-value opportunity and risk.
- Standardize tools, templates, and lifecycle programs. Define and maintain a regional customer lifecycle (onboarding → adoption → expansion → renewal) that leverages a standard set of templates, health metrics, and operating mechanisms your CSMs use consistently in the field.
- Unblock customers and internal teams. Proactively remove internal barriers that prevent customers from progressing to production, ensuring account teams are supported and directed toward the right technical and operational resources.
- Champion cross-functional collaboration. Build strong working relationships with leadership in Product, Education, Support, Sales, and Field Engineering to align on priorities, share customer insights, and influence our roadmap and services.
The Expectations
In your first 30 days, you will:
- Ramp on CockroachDB, our customer journey, and the Customer Success operating model.
- Build relationships with your regional CSMs, Sales leaders, and key cross-functional partners.
- Review the regional book of business, current health signals, and in-flight risks and initiatives.
In your first 60 days, you will:
- Establish regional operating rhythms (team meetings, forecast and health reviews, deal/risk reviews).
- Align your team on standards for onboarding, cadence, and production planning, and begin to rationalize existing tools and templates.
- Take direct ownership of a small number of strategic customers where leadership engagement is required.
In your first 90 days and beyond, you will:
- Adopt a clear, documented regional customer lifecycle and playbook, with associated metrics and KPIs to track progress.
- Demonstrate measurable improvements in regional customer health, time-to-production, and renewal/expansion execution.
- Partner with Recruiting and Customer Success leadership to plan for future headcount, drive hiring processes, and refine onboarding content for new CSMs in your region.
You Have
- 8+ years in Customer Success, Account Management, or a related post-sales role in B2B SaaS or enterprise software, with a strong record of driving adoption, renewals, and expansion across a portfolio of customers.
- Leadership in high-growth environments. 5+ years leading or mentoring CSMs or similar roles, ideally including experience operating as a “player–coach” while a team scales.
- Operational and analytical rigor. Drive to improve metrics and KPIs for customer health and team performance, and using data to prioritize, forecast, and drive continuous improvement.
- Customer lifecycle design experience. Experience designing or scaling customer lifecycle programs (onboarding, adoption, risk management, advocacy) and standardizing tools and templates across a team.
- Strong cross-functional influence. Proven ability to collaborate with Sales, Product, Support, Professional Services, and Finance to unblock issues, align on priorities, and deliver joint outcomes for customers.
- Technical curiosity. Comfort engaging with modern cloud infrastructure and data concepts (e.g., SQL databases, distributed systems, multi-region architectures), with a willingness to deepen your expertise in CockroachDB over time.
- Growth and inclusion mindset. A track record of building inclusive, collaborative teams and investing in the development and onboarding of new CSMs.
Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at [email protected].
Cockroach Labs has a hybrid work model, with Roachers that are local to one of our offices coming in on Mondays, Tuesdays, and Thursdays and working flexibly the rest of the week. While we’ve learned valuable lessons working remotely, nothing can replace the connection, creativity, and fun that occurs when Roachers get together and we are committed to fostering a workplace that encourages collaboration and allows us all to do our best work.
Benefits
- Stock Options
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Life and Disability Insurance
- Professional Development Funds
- Flexible Time Off
- Paid Holidays
- Paid Sick Days
- Paid Parental Leave
- Retirement Benefits
- Mental Wellbeing Benefits
- And more!
#LI-Hybrid #LI-MM
