Principal Customer Success Manager

Principal Customer Success Manager (CSM) The Principal Customer Success Manager is responsible for managing strategic and enterprise customer relationships to ensure successful adoption, value realization, and long‑term retention of Couchbase’s database and data platform solutions. This individual contributor partners closely with Sales, Support, Product, and Professional Services to help customers deploy and scale Couchbase in mission‑critical production environments. The role acts as a trusted advisor to technical and executive stakeholders, ensuring customers achieve measurable business outcomes while identifying opportunities for expansion and long‑term partnership. Key Responsibilities Serve as the primary post‑sales point of contact for a portfolio of enterprise and strategic customers. Build strong relationships with customer stakeholders including engineering leaders, architects, and executives. Conduct regular business reviews and success planning sessions. Guide customers through onboarding, deployment, and adoption of Couchbase solutions. Help customers align product capabilities with their technical and business objectives. Monitor product usage and adoption trends to ensure customers achieve maximum value. Partner with Sales and Renewals teams to support successful subscription renewals. Identify opportunities for expansion such as additional workloads, environments, or product capabilities. Develop account success plans to drive long‑term customer growth. Act as a customer advocate internally, representing customer needs and feedback to Product and Engineering teams. Promote customer success stories, references, and case studies. Support strategic customer engagements and executive briefings. Monitor customer health indicators and proactively address adoption risks. Manage escalations and coordinate internal teams to resolve technical or operational issues. Key Performance Metrics Net Revenue Retention (NRR) Customer adoption and usage growth Expansion revenue influence Required Qualifications 8–10 years of experience in Customer Success, Technical Account Management, Account Management, or similar customer‑facing roles. Experience supporting enterprise SaaS, database, or infrastructure platforms. Ability to work with technical stakeholders such as developers, architects, and engineering teams. Strong communication and relationship management skills. Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight). Preferred Qualifications Experience with distributed databases, NoSQL, or cloud platforms. Familiarity with modern application architectures such as microservices and cloud‑native environments. Experience supporting customers running large‑scale or mission‑critical production systems. Key Skills Strategic customer engagement Enterprise account management SaaS adoption and retention strategies Cross‑functional collaboration Executive communication Base Pay Range $145,286 – $162,771 USD Equal Employment Opportunity We are committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, and protected veteran status. #J-18808-Ljbffr