Principal, Customer Success Manager

Couchbase is an operational data platform for AI that empowers businesses to succeed by bringing data to life in new ways. The Principal Customer Success Manager is responsible for managing strategic and enterprise customer relationships to ensure successful adoption and long-term retention of Couchbase’s database and data platform solutions, acting as a trusted advisor to stakeholders and collaborating with various internal teams.

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 with customers
• 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
• Develop recovery plans for at-risk accounts

Requirements:

• 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)
• 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