Manager, Customer Success - West AMER

ABOUT THE ROLE We are seeking a highly skilled Manager of Customer Success - West AMER to lead our regional customer success efforts. As a key member of our Customer Success team, you will be responsible for driving customer adoption, satisfaction, and renewal across a portfolio of customers in your region. You will align with our vision and standards for customer engagement and build a high-performing, customer-centric team. WHAT YOU'LL DO As a Manager of Customer Success - West AMER, you will: - Own regional customer health and outcomes by leading, coaching, and unblocking a team of Customer Success Managers (CSMs) to drive adoption, customer health, satisfaction, and renewals across a portfolio of customers in your region. - Set and scale best practices for customer engagement by defining and continuously improving 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, operating as both a senior CSM and regional leader while the team builds out over time. - Build and manage a high-performing team by hiring, onboarding, and developing CSMs, defining clear performance criteria, and fostering a positive, collaborative culture that aligns with Cockroach Labs' values. - Drive revenue health in partnership with Sales by reviewing renewals, expansions, and churn risk on an ongoing basis with account teams, ensuring there is a clear plan and ownership for every high-value opportunity and risk. - Standardize tools, templates, and lifecycle programs by defining and maintaining 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 by proactively removing 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 by building 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. WHAT YOU'LL NEED - 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. WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere and be part of a global team that is changing the way companies build and scale applications. BENEFITS - Competitive salary and annual bonus - Comprehensive health plan - Parental leave - Education stipend - Life insurance - Equipment stipend - Flexible schedule