Sr. Customer Success Manager - London, UK

ABOUT THE ROLE We're seeking an experienced Customer Success Manager to join Cockroach Labs, a category-defining tech company that helps innovative enterprises build and scale apps. As a trusted advisor to our customers, you'll own the relationship from onboarding through long-term value realization, partnering closely with Sales to build credibility and influence. WHAT YOU'LL DO In this role, you'll be responsible for owning 8-12 strategic accounts end-to-end, including onboarding, adoption, health, risk management, renewals, and expansion. You'll define and execute Customer Success Plans aligned to customer business objectives, usage, ROI, and time-to-value. You'll lead Executive Business Reviews, presenting outcomes, risks, and recommendations to senior and C-level stakeholders. You'll also manage enablement and technical rollout initiatives, coordinating with Engineering, Product, Support, and Professional Services to remove blockers. You'll serve as the primary point of coordination across the account team to ensure seamless customer coverage. Additionally, you'll develop a deep understanding of customer business needs and translate them into technical and operational requirements for Cockroach Labs. You'll proactively identify, qualify, and partner with Sales on expansion opportunities to grow ARR. You'll monitor customer health and product consumption, recommending upgrades or enhancements to increase value and adoption. You'll track, forecast, and report on key success metrics, including renewal risk, NRR, churn, CSAT/NPS, and time-to-value. WHAT YOU'LL NEED To be successful in this role, you'll need: - 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 - Fluency with AI across core tasks - An authorship standard, taking full accountability for everything you produce - Knowledge of databases, distributed systems, and modern enterprise software architecture - A successful track record of driving product adoption and expansion WHY REMOTE This role is based in London, UK, and you'll be working remotely with our global team. As a remote team member, you'll have the flexibility to work from anywhere while still being part of a dynamic and collaborative team. BENEFITS As a member of our team, you'll enjoy a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.