[Remote] Sr. Customer Success Manager- NYC or Toronto

Note: The job is a remote job and is open to candidates in USA. Cockroach Labs is a category-defining tech company that helps organizations build and scale applications. They are seeking a Senior Customer Success Manager to own relationships with enterprise customers, ensuring they realize value from CockroachDB while managing risks and identifying expansion opportunities.


Responsibilities

  • Own 8–12 strategic accounts end to end, including onboarding, adoption, health, risk management, renewals, and expansion
  • Define and execute Customer Success Plans aligned to customer business objectives, usage, ROI, and time-to-value
  • Lead Executive Business Reviews, presenting outcomes, risks, and recommendations to senior and C-level stakeholders
  • Manage enablement and technical rollout initiatives, coordinating with Engineering, Product, Support, and Professional Services to remove blockers
  • Serve as the primary point of coordination across the account team (Account Executive, Sales Engineer, Support, and Services) to ensure seamless customer coverage
  • Develop a deep understanding of customer business needs and translate them into technical and operational requirements for Cockroach Labs
  • Proactively identify, qualify, and partner with Sales on expansion opportunities to grow ARR
  • Monitor customer health and product consumption, recommending upgrades or enhancements to increase value and adoption
  • Track, forecast, and report on key success metrics, including renewal risk, NRR, churn, CSAT/NPS, and time-to-value
  • Design and continuously improve scalable Customer Success processes, playbooks, health models, and reporting

Skills

  • 6 - 8 years of experience as a Customer Success Manager, Project Manager or Technical Account Manager with a proven success record
  • 3+ years of experience managing high-value, strategic accounts
  • Experience working with sales teams
  • Knowledge of databases, distributed systems, and modern enterprise software architecture
  • Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements

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
  • Commission
  • Stock options
  • Medical insurance
  • Vision insurance
  • Dental insurance
  • Life and disability insurance
  • Funds towards professional development resources
  • Flexible paid time off
  • 11 paid holidays a year
  • 10 paid sick days a year
  • Paid parental leave
  • A 401(k) plan
  • Wellbeing benefits

Company Overview

  • Cockroach Labs is a software company that develops a cloud-native SQL database for modern cloud applications. It was founded in 2015, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is http://www.cockroachlabs.com/.

    • Company H1B Sponsorship

  • Cockroach Labs has a track record of offering H1B sponsorships, with 2 in 2026, 4 in 2025, 10 in 2024, 5 in 2023, 4 in 2022, 11 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.

    • Back to blog