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Customer Success Manager – Berlin at MariaDB
Berlin, DE

Company Description

MariaDB is an open-source database, with more than 12 million users. We power applications at companies like Deutsche Bank, T-Systems, DHL, Verizon, Inditex, ServiceNow, Telefónica, Nasdaq, or Red Hat.

We are disrupting the $30B+ database market by building communities of customers, developers and partners to innovate and deliver the world’s fastest-growing open-source database. With dual headquarters in Finland and California, MariaDB has changed the way data is accessed and stored.

The Opportunity

The Customer Success Manager (CSM) is responsible for customer renewals, ensuring customer adoption through Enterprise Server and SkySQL, and general health of the MariaDB customer base. The CSM guides post-sale support activities such as customer onboarding, adoption, advocacy and retention through renewals. The role will be measured in terms of customer engagement, retention/renewal rates and customer satisfaction through an on target earning plan.

Responsibilities Include:

    Direct the customer journey and on-boarding process with the goal of increasing customer success on MariaDB products and services as well as renewal rates
    Communicate customer data with other departments that will guide MariaDB in product development and customer support programs
    Work cross-functionally with other departments at MariaDB to help implement processes and programs
     Increase renewal rates and decrease churn through early renewals, up-selling and sustaining a satisfied customer base
    Expand our revenue within accounts by identifying cross-selling and up-selling opportunities outside of the renewal engagement period
     Increase overall customer lifetime value through Enterprise Server adoption, customer satisfaction and achievement of positive net promoter scores
    Drive new business growth through greater advocacy and reference-ability

Tasks Include:

    Optimize the customer on-boarding process with the goal of increasing customer success through MariaDB services
    Direct the customer journey process from customer on-boarding through customer renewal
    Renewal engagement – Engage with customers 120 days from renewal expiry date to avoid lapse in support whilst promoting early/multi-year renewals.

– Review current subscription and up-sell/cross sell additional products when possible

– Any up-sell/cross-sell opportunities found outside of the 120 day renewal window will be transferred to the appropriate Field Sales Rep assigned to the account

– Coordinate renewal tasks with internal teams, including: Customer Success, Account Management, Finance and Legal

– Collect and prepare data related to the customer’s existing contract and product usage

– Support Account Management by identifying up-sell / cross-sell opportunities

– Maintain accurate records in our Salesforce CRM

Requirements

    The ideal candidate must be native or fluent in German and English