Customer Success Manager (CSM)

About RavenDB

RavenDB is a leading NoSQL document database, trusted by developers and enterprises worldwide to build high-performance, scalable applications. We empower businesses with a robust, flexible, and developer-friendly database solution that simplifies data management and enhances operational efficiency.

Job Overview

We are seeking a highly motivated and sales-oriented Customer Success Manager (CSM) to drive customer engagement, retention, and expansion. Reporting directly to the Chief Revenue Officer, you will be a key player in our revenue organization.

The ideal candidate is a strategic thinker with strong technical acumen and a proven track record of bridging the gap between technical satisfaction and commercial growth. You will act as a trusted advisor, ensuring customers maximize the value of RavenDB while proactively identifying and closing upsell and expansion opportunities.

Key Responsibilities

• Revenue Growth: Partner with the CRO and sales team to identify, manage, and execute upsell and cross-sell opportunities within your book of business.
• Relationship Management: Develop and nurture deep relationships with key stakeholders, ensuring long-term satisfaction and high retention rates.
• Strategic Advisory: Proactively engage with customers to understand their business objectives and technical needs, aligning RavenDB solutions to their goals.
• Onboarding & Adoption: Guide customers through the onboarding journey, ensuring rapid product adoption and implementation of best practices.
• Voice of the Customer: Act as a critical feedback loop, working with Product, Marketing, and Support to advocate for customer needs and drive product improvement.
• Business Reviews: Conduct regular Executive Business Reviews (EBRs) to demonstrate ROI and provide strategic recommendations for optimization.
• Metric Tracking: Manage and report on key success metrics, including Net Revenue Retention (NRR), churn reduction, and account health.

Required Qualifications

• Experience: 3+ years in Customer Success, Account Management, or Sales within the tech industry (SaaS, Cloud, or Database experience preferred).
• Technical Literacy: Understanding of databases, cloud infrastructure, and the software development lifecycle.
• Sales Mindset: A proven ability to hit expansion targets and a "hunter" instinct within existing accounts.
• Communication: Exceptional presentation and negotiation skills; able to speak "developer" and "C-Suite" with equal fluency.
• Organization: Self-motivated and highly organized, with the ability to manage complex enterprise-level accounts.
• Presence: Ability to work 4 days per week in the office, contributing to our high-energy, collaborative environment.

Preferred Qualifications

• Direct experience working with developers, engineers, and IT leadership.
• Experience in a high-growth startup environment where "all hands on deck" is the norm.

Why Join Us?

• High Visibility: Reporting to the CRO means your impact on our growth journey is seen and valued at the highest level.
• Cutting-Edge Tech: Work with one of the most innovative NoSQL databases on the market.
• In-Person Collaboration: Join a vibrant office culture that fosters mentorship, rapid problem-solving, and professional growth.
• Growth Potential: Competitive salary, benefits, and a clear career path in a rapidly scaling company.