Customer Success Manager

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.

**What You Will Do**:

- 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 the renewal pipeline;
- Identify, clearly communicate, and manage risk throughout the year through 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,n and expansion results
- Track and share customer feedback with appropriate teams on an ongoing basis

**What You Have Done**:

- 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 targetsUnderstanding 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 SalesforceKnowledge of marketing tools
- Comfortable working from home or co-working office

**What Defines You**:

- ** 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
- ** Adaptability**: You embrace a global, multicultural environment, and adapt effectively to changing work environments and priorities
- ** Accountability**: You take 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

**What Will Make You Stand Out**:

- Experience in technology sales and account management within agile, quick-growth companies;
- Experience in Open-source software or database-specific companies;
- Solution selling mindset and experience;
- Strong relationship-building skills and customer-centric focus;
- Track record of overachievement.

**Why Percona?**

Percona is proud to be a remote-only and globally dispersed workforce - we have colleagues in more than 50 countries We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard.

Our staff receives generous benefits including flexible work hours and various paid time off programs, all your equipment for your remote office, funds for career development (external training, certifications, conferences), ongoing connectivity allowances, and the opportunity to participate in our equity incentive plan. We also have benefits that support a healthy work/life balance such as The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility. We also support being socially responsible through our PAVE volunteering program and Women Transforming Technology.

If you love the idea of working with a high-growth tech company that is one of the best in the business and known globally as a leader in the open-source database space, let’s talk

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