Manager, Customer Success - EMEA

Category-defining tech. Career-defining work. Lots of tech companies disrupt. But, many fail when they try to scale. We're different. CockroachDB makes it easier for companies to build and scale apps. This is how and why we're helping some of the most innovative companies on the planet. We tackle problems head-on and focus on solutions that create lasting impact. Because when our customers win, we all win. The Role As a Manager of Customer Success - EMEA, you will be regionally responsible for the performance of our Customer Success Managers, customer adoption and satisfaction, and enablement of customers to achieve the full value of CockroachDB. You align and manage to the vision and standards for how we engage customers from onboarding and proactive risk management through renewal and expansion, while building a high-performing, customer-centric team. You will report to the Global Director, Customer Success and work within your region with Sales, Professional Services, Support, Field Engineering, and Product to deliver world-class outcomes for our customers. Cockroach Labs has a hybrid work model, with Roachers who are local to our London office attending on Tuesdays and Thursdays and working flexibly the rest of the week. We are committed to fostering a workplace that encourages collaboration and allows us all to do our best work. For this role, you must be based near London, and you will be expected to come into the office on Mondays, Tuesdays and Thursdays. You Will Own regional customer health and outcomes. Drive adoption, customer health, satisfaction, and renewals across a portfolio of customers in your region by leading, coaching, and unblocking a team of Customer Success Managers (CSMs). Set and scale best practices for customer engagement. Define and continuously improve standards for onboarding, cadence and communication, production planning, risk and issue management, and accountability across your region. Act as a hybrid player–coach where needed. In earlier stages or in strategic accounts, operate as both a senior CSM and regional leader while the team builds out over time. Build and manage a high-performing team. Hire, onboard, and develop CSMs; define clear performance criteria; and foster a positive, collaborative culture that aligns with Cockroach Labs’ values. Drive revenue health in partnership with Sales. Review renewals, expansions, and churn risk on an ongoing basis with account teams; ensure there is a clear plan and ownership for every high-value opportunity and risk. Standardize tools, templates, and lifecycle programs. Define and maintain a regional customer lifecycle (onboarding → adoption → expansion → renewal) that leverages a standard set of templates, health metrics, and operating mechanisms your CSMs use consistently in the field. Unblock customers and internal teams. Proactively remove internal barriers that prevent customers from progressing to production, ensuring account teams are supported and directed toward the right technical and operational resources. Champion cross-functional collaboration. Build strong working relationships with leadership in Product, Education, Support, Sales, and Field Engineering to align on priorities, share customer insights, and influence our roadmap and services. The Expectations In your first 30 days , you will: Ramp on CockroachDB, our customer journey, and the Customer Success operating model. Build relationships with your regional CSMs, Sales leaders, and key cross-functional partners. Review the regional book of business, current health signals, and in-flight risks and initiatives. In your first 60 days , you will: Establish regional operating rhythms (team meetings, forecast and health reviews, deal/risk reviews). Align your team on standards for onboarding, cadence, and production planning, and begin to rationalize existing tools and templates. Take direct ownership of a small number of strategic customers where leadershi ... (truncated, view full listing at source)