Customer Success Leader
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Job Description
Customer Success Leader scaling Liquibase’s Customer Success organization for its database DevOps platform. Driving retention, renewals, expansion, adoption, and executive customer relationships.
Responsibilities:
- Lead and scale Liquibase's Customer Success organization
- Directly oversee Customer Success Account Executives who own customer relationships, renewals, and expansion
- Own retention and expansion targets across the managed book of business
- Define and oversee account management strategy to increase customer adoption and expansion
- Identify at-risk accounts and execute risk mitigation plans to protect ARR
- Build and maintain multi-threaded relationships with technical executives
- Translate database DevOps benefits into business outcomes
- Reduce implementation timelines and drive systematic team-by-team adoption
- Serve as the voice of the customer with Sales, Engineering, Product, and Support
- Provide customer insights that drive product innovation and customer success
- Partner strategically with Sales, Product, and Engineering
- Build repeatable processes and develop high-performing managers and individual contributors
- Drive net revenue retention, customer health, and the overall post-sale customer experience
Requirements:
- 3+ years of experience in an Account Management leadership role
- Proven track record owning and driving net revenue retention, renewals, and expansion revenue in a B2B SaaS or enterprise software environment
- Prior experience as an individual contributor Account Manager with successful results in expansions and high retention rates
- Strong operational skills, including building playbooks, dashboards, and forecasting models, and using data to drive decisions
- Excellent executive presence and ability to engage credibly with customer executives and internal leadership
- Experience selling to Engineering Leaders in large Enterprises
- Bachelor's degree or equivalent work experience
- Located in the United States
- Experience in DevOps, database, infrastructure, or developer tooling markets is nice to have
Benefits:
- Remote-first culture, potential for company-wide in-person gatherings
- Home office allowance for remote workers
- Meaningful equity
- Comprehensive health, vision, and dental benefits - country dependent
- Generous paid time off and paid holidays
- 401k match program (US only)
- Growth opportunities and ability to move up within the company
- Transparent and collaborative team environment
- Opportunity to make a meaningful impact
- Opportunity to work with new technologies and learn from experienced professionals
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