Sr. Customer Success Manager- NYC or Toronto

The Role

Our Customer Success Managers are trusted advisors to enterprise customers, owning the relationship from onboarding through long-term value realization. Partnering closely with Sales, they build credibility and influence by acting with urgency, advocating internally for the customer, and driving alignment across teams.

In this role, you own the customer’s path to value realization. You translate business goals into clear success criteria, manage critical milestones, and ensure customers achieve tangible value from CockroachDB while proactively managing risks, renewal health, and identifying expansion opportunities.

Our Customer Success Managers require strong program management skills and the ability to coordinate multiple workstreams simultaneously. While not a technical role, CSMs must develop deep product knowledge, understand database technologies and the competitive landscape, and confidently connect customer pain points to effective solutions. You must be based in Toronto or NYC to be eligible for this role.

You Will

• 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.

The Expectations

In your first 30 days, you’ll ramp quickly on CockroachDB, its core architecture, strengths, and best-fit use case so you can confidently speak to customer problems and solutions. During this time, you’ll also focus on building strong internal relationships across Sales, Product, Engineering, and Support, learning how to navigate the organization and mobilize the right resources to support customers effectively.

By 60 days, you’ll begin actively participating in day-to-day CSM tasks, shadowing ongoing customer engagements and taking ownership of defined portions of account governance. This includes contributing to customer meetings, tracking action items, identifying risks, and supporting adoption and enablement efforts alongside the broader account team.

After three months, you’ll independently own a portfolio of accounts, lead customer conversations, and drive execution against Customer Success Plans. You’ll proactively identify risks and expansion opportunities, run Executive Business Reviews, and coordinate cross-functional teams to ensure customers are realizing measurable value from CockroachDB.

You Have

• 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
• Fluency with AI across core tasks — research, drafting, analysis, planning — used as a default, not an exception.
• An authorship standard — you direct, review, and take full accountability for everything you produce.
• Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements

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 accessibility@cockroachlabs.com.

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.