Customer Success AdvisorStrategic PurposeAs a Customer Success Advisor, you are the dedicated technical partner for our most strategic enterprise accounts. Operating within the Customer Success organization, you bridge the gap between reactive support and proactive architectural guidance. Your mission is to de-risk mission-critical applications by building deep familiarity with a customer's specific environment-their data systems, topology, and engineering teams-to ensure long-term stability and success on the Couchbase platform.
Key ResponsibilitiesProactive Architectural Guidance
- Upgrade Planning & Execution: Lead the planning and advisory for Enterprise Edition (EE) upgrades, identifying technical hurdles early to ensure smooth transitions.
- Environment Maintenance: Maintain detailed documentation of customer implementation details, including architecture diagrams, version numbers, and topology info.
- Technical Health Boosting: Perform regular architecture reviews and performance tuning to identify trends and develop action plans that prevent "Technical Churn".
- Strategic Reviews: Lead and own technical action items for Quarterly Business Reviews (QBRs) and weekly case reviews to align Couchbase outcomes with customer business goals.
Reactive Stability & Incident Management
- Support Orchestration: Work alongside Support Engineering during active incidents, providing the deep architectural context necessary to expedite resolution.
- Customer Communication: Act as the primary point of contact for technical communications during a support ticket's lifecycle, keeping customer teams informed on progress.
- Post-Incident Management: Own the post-incident recovery process, involving the Root Cause Analysis (RCA) and recommending medium-to-long term fixes to prevent recurrence.
Voice of the Customer
- Product Advocacy: Serve as an interface to Product Management and Engineering,advocating for customer requirements and feeding real-world feedback back into the roadmap.
- Team Collaboration: Partner closely with Customer Success Managers (CSMs) and Account Teams to identify expansion opportunities and ensure the value of the Platinum Support tier is fully realized.
Skills & Abilities- Deep Technical Fluency: Expert-level knowledge of NoSQL concepts, Couchbase Server (EE), and Capella (DBaaS).
- Architectural Vision: Ability to understand complex, end-to-end distributed systems and document them clearly for both technical and non-technical stakeholders.
- Collaborative Problem-Solving: Proven ability to navigate high-pressure support situations while maintaining professional, trust-based relationships with customer engineering teams.
- Strategic Thinking: Capability to translate technical performance and reliability metrics into business impact and long-term stability for revenue-critical applications.
Desired Qualifications- Experience: 3+ years in Solutions Architecture, Professional Services, or Technical Account Management, specifically within the enterprise software space.
- Domain Expertise: Proven track record of managing and optimizing large-scale distributed database deployments.
- Couchbase Values: A commitment to being a "Guardian" of customer success, modeling a proactive mindset that moves beyond transactional ticket handling.Success Metrics
Measures of success (12-18 months) - Resolution Velocity: Significant reduction in the time-to-resolution for complex customer support tickets through the application of deep account context.
- Upgrade Success Rate: 100% successful execution of planned customer upgrades with zero unplanned downtime.
- Technical Churn Prevention: 0% churn attributed to unaddressed technical blockers or recurring architectural issues.
- Customer Satisfaction: High satisfaction scores from strategic technical champions within assigned accounts regarding proactive guidance and incident communication.
The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location.
Base Pay Range
$130,000-$152,000 USD
Some benefits include:
- Generous Time Off Program - Flexibility to care for you and your family
- Wellness Benefits - A variety of world class medical plans to choose from, along with dental, vision, life insurance, and employee assistance programs*
- Financial Planning - Retirement program* and Business Travel Insurance
- Career Growth - Be valued, Create value approach
- Fun Perks - An ergonomic and comfortable in-office / WFH setup. Food & Snacks for in-office employees.
- And much more!
*Note: some programs are not applicable to all countries. Please discuss with a Couchbase recruiter to learn more.
