• 3 + years of Account Management/Sales/Customer Success experience required, preferably at a subscription-based or open source software company
• Achievement of retention, growth and profitability targets
• Understanding of customer health, using data from various systems to present a holistic view of the customer experience
• Strong understanding of customer success techniques and strategies
• Excellent English written and verbal communication skills
• Experience navigating complex work processes, tight timelines, and changing teams
• Extremely detail oriented, self-motivated and organized
• Knowledge of Salesforce
• Knowledge of marketing tools
• Comfortable working from home or co-working office
• Communication: You express ideas effectively, listen actively, and respond quickly to inquiries and requests from others
• Collaboration: You interact with people effectively, cooperate & support group decisions
• Adaptable: You embraces a global, multicultural environment, and adapt effectively to changing work environments and priorities
• Accountability: You takes personal responsibility in the job, complete work as committed, and take ownership of productivity and results in a distributed environment
• Positive attitude
• Willingness to spend time learning and innovating
• Constant desire to improve
• Problem solver and independent thinker

Desirable

• As the leading provider of open source database solutions, Percona’s Customer Account Teams own and execute a portfolio of renewal contracts for Percona customers in an assigned territory
• The Customer Success Manager will own their renewal pipelines, identify growth opportunities, negotiate contracts and work cross-functionally to ensure the customer’s success with Percona
• We’re looking for a customer success manager with proven sales and account management experience to join our team
• Achieve monthly/quarterly/annual renewal and expansion targets
• Ability to qualify and negotiate expansion opportunities within existing accounts
• Analyze customer engagement to form accurate forecasts, and to have complete visibility into renewal pipeline
• Identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies
• Lead and present at regular remote client meetings
• Work cross-functionally with Customer Success and delivery teams through the customer lifecycle including customer touchpoints, account growth, and renewals, providing transparency and accountability
• Understand a customer’s overall use of Percona’s products, services and drive adoption and success within your assigned customer base
• Act as an internal advocate between customers and business functions (Sales, Marketing, Product and other teams within Global Services) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s adoption
• Work as a critical part of a broader effort to drive customer engagement, programmatic customer adoption, retention and expansion results
• Track and share customer feedback to appropriate teams on an ongoing basis