Customer Success Specialist

Location: Remote, India Segment Focus: Commercial / Growth Accounts 

About Couchbase

Couchbase, the operational data platform for AI, empowers businesses to succeed by bringing data to life in new ways. Major market-leading companies rely on Couchbase for mission-critical operational, analytical, mobile, and AI workloads. Built to replace legacy infrastructure and fragmented data services, Couchbase empowers enterprises with a unified platform designed for performance, flexibility, and global scale.

With Couchbase, organizations launch game-changing customer experiences and explore the limitless potential of AI. Our AI-ready technology and enterprise partnership model eliminate complexity and reduce total cost of ownership, enabling teams to stay agile, innovative, and secure.

Role Summary

The Customer Success Specialist (CSS) is a junior-to-mid-level role responsible for managing a high-volume portfolio of customers in the SMB (Small Medium-sized Business) marketplace. Operating remotely from India, the CSS ensures these customers successfully onboard, adopt key features, and realize the value of their Couchbase investment.

The Specialist role emphasizes scalability, efficient communication, and proactive health monitoring to drive retention across a broad base of accounts.

Key Responsibilities

Portfolio Management & Adoption

• Serve as the primary point of contact for a large portfolio of commercial customers, ensuring a seamless post-sales transition.
• Execute "tech-touch" and "low-touch" success plays to guide customers through onboarding and initial deployment.
• Monitor automated product usage data to identify accounts that are under-utilizing their subscription.

Retention & Renewals

• Partner with the Renewals and Sales teams to ensure timely subscription renewals for the SMB.
• Identify "at-risk" accounts early through health scoring and trigger standard recovery playbooks.
• Surface potential expansion opportunities (e.g., small accounts ready to scale) to the appropriate Account Executive.

Scalable Engagement

• Conduct digital success sessions to educate multiple customers simultaneously.
• Maintain accurate customer data within Salesforce to ensure portfolio visibility.
• Collect and aggregate common customer feedback to share with Product and Engineering teams.
• Work with both Program and Procurement teams on the customer side.

Key Performance Metrics

• Gross Revenue Retention (GRR): Minimizing churn within the SMB segment.
• Onboarding Velocity: Reducing the time it takes for new customers to reach "first value."
• Customer Health Score: Improving the average health of the assigned portfolio.
• Engagement Rate: Success in reaching and qualifying accounts within a high-volume pool.

Required Qualifications

• 3 years of experience in Customer Success, Account Management, or Inside Sales (SaaS experience preferred).
• Ability to manage a large volume of accounts (50+) using digital tools and automation.
• Excellent written and verbal communication skills in English, with the ability to explain technical concepts simply.
• Comfort working in a fully remote environment within India, collaborating with global teams across different time zones.
• Experience with CRM tools like Salesforce or CS platforms like Gainsight.

Preferred Qualifications

• Foundational understanding of databases (NoSQL, SQL) or Cloud infrastructure (AWS, Azure, GCP).
• Previous experience in a "Scaled" or "Digital" Customer Success role.
• Bachelor’s degree in Business, Computer Science, or a related field.

Key Skills

• Efficient Multitasking: Managing many moving parts across dozens of accounts.
• Proactive Problem Solving: Identifying trends in customer data before they become issues.
• Technical Curiosity: A desire to learn the Couchbase platform to better assist developers and architects.
• Collaborative Mindset: Working closely with Sales and Support to provide a unified customer experience. 
• Communications: Able to communicate clearly with key stakeholders both written and spoken.
• Risk Management: Ability to identify and mitigate risks and build a plan to resolve them.

The Principal Customer Success Manager (CSM) is responsible for managing strategic and enterprise customer relationships to ensure successful adoption, value realization, and long-term retention of Couchbase’s database and data platform solutions. This individual contributor role partners closely with Sales, Support, Product, and Professional Services to help customers deploy and scale Couchbase in mission-critical production environments.

The Principal Customer Success Manager acts as a trusted advisor to technical and executive stakeholders, ensuring customers achieve measurable business outcomes while identifying opportunities for expansion and long-term partnership.

Key Responsibilities

Customer Relationship Management

• Serve as the primary post-sales point of contact for a portfolio of enterprise and strategic customers.
  
  
• Build strong relationships with customer stakeholders including engineering leaders, architects, and executives.
  
  
• Conduct regular business reviews and success planning sessions with customers.

Customer Adoption & Value Realization

• Guide customers through onboarding, deployment, and adoption of Couchbase solutions.
  
  
• Help customers align product capabilities with their technical and business objectives.
  
  
• Monitor product usage and adoption trends to ensure customers achieve maximum value.

Renewals & Expansion

• Partner with Sales and Renewals teams to support successful subscription renewals.
  
  
• Identify opportunities for expansion such as additional workloads, environments, or product capabilities.
  
  
• Develop account success plans to drive long-term customer growth.

Customer Advocacy

• Act as a customer advocate internally, representing customer needs and feedback to Product and Engineering teams.
  
  
• Promote customer success stories, references, and case studies.
  
  
• Support strategic customer engagements and executive briefings.

Risk Management

• Monitor customer health indicators and proactively address adoption risks.
  
  
• Manage escalations and coordinate internal teams to resolve technical or operational issues.
  
  
• Develop recovery plans for at-risk accounts.

Key Performance Metrics

• Net Revenue Retention (NRR)
  
  
• Customer renewal rate
  
  
• Customer adoption and usage growth
  
  
• Expansion revenue influence
  
  
• Customer satisfaction (CSAT / NPS)
  
  
• Customer health score
  
  

Required Qualifications

• 8–10 years of experience in Customer Success, Technical Account Management, Account Management, or similar customer-facing roles.
  
  
• Experience supporting enterprise SaaS, database, or infrastructure platforms.
  
  
• Ability to work with technical stakeholders such as developers, architects, and engineering teams.
  
  
• Strong communication and relationship management skills.
  
  
• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight).
  
  

Preferred Qualifications

• Experience with distributed databases, NoSQL, or cloud platforms.
  
  
• Familiarity with modern application architectures such as microservices and cloud-native environments.
  
  
• Experience supporting customers running large-scale or mission-critical production systems.
  
  

Key Skills

• Strategic customer engagement
• Enterprise account management
• Technical solution understanding
• SaaS adoption and retention strategies
• Cross-functional collaboration
• Executive communication