Associate Customer Success Manager

Associate Customer Success Manager

The Associate Customer Success Manager will be responsible for the long‑term success, value, and retention of their customer portfolio utilizing MariaDB database solutions. They will strengthen and manage the partnership between customers and the company, interacting regularly to build relationships, drive adoption, and provide awareness of all available company resources. The role focuses on educating customers to achieve their business goals and maximize value from their MariaDB investment.

The Associate CSM is the primary point of contact for escalations and works closely with Account Executives, Sales Engineers, and other cross‑functional teams to help customers achieve their goals.

• Support and engage customers throughout all stages of their lifecycle: onboarding, adoption, expansion, retention, and advocacy.
• Guide new customers through MariaDB deployment onboarding.
• Manage and maintain the automated program supporting relevant accounts within the portfolio.
• Formulate an ongoing meeting cadence with the assigned portfolio.
• Become a trusted advisor and advocate for customers within the company.
• Understand customers’ data management strategies and intelligently articulate additional improvements or new strategies for their MariaDB implementations.
• Identify proactive opportunities to deliver value to customers.
• Proactively address customer experience issues early, collaborating with Technical Support and acting as an escalation point of contact.
• Work with Sales Engineers and Professional Services to determine appropriate services for MariaDB upgrades, migrations, deployments, and maintenance.
• Conduct regular business reviews, showcasing value and learning about business goals and priorities.
• Encourage customer participation in company initiatives such as webinars, roadshows, and product feedback.
• Measure, manage, and improve customer health, engagement, and value realization.
• Coordinate with Account Executives to ensure upgrade, migration, and growth of the customer portfolio.
• Articulate growth plans, expectations, and successes; document and track within success plans.
• Manage and maintain the customer portfolio to achieve the company’s Net Retention goals.

• Represent the company in a knowledgeable and professional manner.
• Possess technical acumen, intellectual curiosity, and strong interpersonal relationship‑building skills.
• Good time management and organizational skills.
• 1–2 years of relevant experience (customer support, entry‑level account management, graduate program).
• Ability to develop and maintain C‑Level relationships.
• Deliver custom ROI analysis for the customer portfolio with minimal guidance.
• Understanding of customer success principles.
• Basic understanding of relational databases, specifically MariaDB concepts and features.
• Ability to discuss new features and releases of MariaDB quickly.
• Effective communication at all levels with confidence.
• Create persuasive, clear, and concise emails and presentations for various audiences.

• Knowledge and understanding of databases.
• Track record of working effectively with internal, partner, and customer teams.
• Exceeds MariaDB’s functional/technical depth for this role.
• Proficiency in a foreign language.

Remote – U.S. (Austin, TX area preferred).

The annual U.S. base salary range is USD $60,000 – $70,000. The anticipated commission range is $25,000 – $30,000; commission is uncapped. Actual salaries may vary based on qualifications, location, and other factors. Total rewards include health, life, and disability insurance, professional development funds, flexible paid time off, paid holidays, parental leave, and more.

• MariaDB is an equal‑opportunity employer and celebrates diversity, providing a welcoming workplace for everyone.
• MariaDB does not sponsor work visas or relocate employees.
• MariaDB offers accommodations for individuals with disabilities throughout the application and interview process.
• Agency resumes will not be accepted without a prior contractual agreement with HR.