At a Glance
- Tasks: Own customer relationships, ensuring they achieve value and success with our tech.
- Company: Join a pioneering tech company that empowers businesses to scale effectively.
- Benefits: Competitive salary, remote work flexibility, and opportunities for professional growth.
- Other info: Dynamic role with the chance to work with innovative companies in London.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: Strong program management skills and a passion for customer advocacy.
The predicted salary is between 60000 - 80000 £ per year.
Category-defining tech. Career-defining work. Lots of tech companies disrupt. But, many fail when they try to scale. We're different. CockroachDB makes it easier for companies to build and scale apps. This is how and why we're helping some of the most innovative companies on the planet. We tackle problems head-on and focus on solutions that create lasting impact. Because when our customers win, we all win.
The Role
Our Customer Success Managers are trusted advisors to enterprise customers, owning the relationship from onboarding through long-term value realization. Partnering closely with Sales, they build credibility and influence by acting with urgency, advocating internally for the customer, and driving alignment across teams. In this role, you own the customer’s path to value realization. You translate business goals into clear success criteria, manage critical milestones, and ensure customers achieve tangible value from CockroachDB while proactively managing risks, renewal health, and identifying expansion opportunities. Our Customer Success Managers require strong program management skills and the ability to coordinate multiple workstreams simultaneously. While not a technical role, CSMs must develop deep product knowledge, understand database technologies and the competitive landscape, and confidently connect customer pain points to effective solutions. You must be based in London, UK to be eligible for this role.
You Will
- Own 8–12 strategic accounts end to end, including onboarding, adoption, health, risk management, renewals, and expansion.
- Define and execute Customer Success Plans aligned to customer business objectives, usage, ROI, and time-to-value.
- Lead Executive Business Reviews, presenting outcomes, risks, and recommendations to senior and C-level stakeholders.
- Manage enablement and technical rollout initiatives, coordinating with Engineering, Product, Support, and Professional Services to remove blockers.
- Serve as the primary point of coordination across the teams.
Remote Sr. Customer Success Manager - London, UK in Aberdeen employer: Cockroach Labs
At CockroachDB, we pride ourselves on being a forward-thinking employer that champions innovation and collaboration. Our London-based team enjoys a dynamic work culture that fosters professional growth through continuous learning and development opportunities, while our commitment to customer success ensures that every employee's contributions are valued and impactful. With a focus on work-life balance and a supportive environment, we empower our employees to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Sr. Customer Success Manager - London, UK in Aberdeen
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cockroach Labs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cockroach Labs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Sr. Customer Success Manager - London, UK in Aberdeen
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cockroach Labs:Your cover letter is your chance to shine! Tell us why you want to work at Cockroach Labs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cockroach Labs!
How to prepare for a job interview at Cockroach Labs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
