Couchbase, Inc.
Data Platform
CustomerSuccessAdvisor
“Customer Success Advisor at Couchbase, Inc.. Skills: Technical partner for strategic enterprise accounts, Proactive architectural guidance, De-risk mission-critical applications, Deep familiarity with customer environment, Long-term stability and success on Couchbase platform. Lead the planning and advisory for Enterprise Edition (EE) upgrades, identifying technical hurdles early to ensure smooth transitions.. Maintain detailed documentation of customer implementation details, including architec”
What You'll Achieve.
Significant reduction in the time-to-resolution for complex customer support tickets through the application of deep account context.; 100% successful execution of planned customer upgrades with zero unplanned downtime.; 0% churn attributed to unaddressed technical blockers or recurring architectural issues.; High satisfaction scores from strategic technical champions within assigned accounts regarding proactive guidance and incident communication.
Industry & Context.
Collaborative Problem-Solving; Navigating high-pressure support situations; Translating technical performance and reliability metrics into business impact and long-term stability for revenue-critical applications.
What They're Looking For.
Must Have
3+ years in Solutions Architecture, Professional Services, or Technical Account Management, specifically within the enterprise software space., Proven track record of managing and optimizing large-scale distributed database deployments., A commitment to being a "Guardian" of customer success, modeling a proactive mindset that moves beyond transactional ticket handling.
What You'll Do.
Lead the planning and advisory for Enterprise Edition (EE) upgrades
identifying technical hurdles early to ensure smooth transitions.
Maintain detailed documentation of customer implementation details
including architecture diagrams
Perform regular architecture reviews and performance tuning to identify trends and develop action plans that prevent "Technical Churn”.
Lead and own technical action items for Quarterly Business Reviews (QBRs) and weekly case reviews to align Couchbase outcomes with customer business goals.
Work alongside Support Engineering during active incidents
providing the deep architectural context necessary to expedite resolution.
Act as the primary point of contact for technical communications during a support ticket’s lifecycle
keeping customer teams informed on progress.
Own the post-incident recovery process
involving the Root Cause Analysis (RCA) and recommending medium-to-long term fixes to prevent recurrence.
Serve as an interface to Product Management and Engineering
advocating for customer requirements and feeding real-world feedback back into the roadmap.
Partner closely with Customer Success Managers (CSMs) and Account Teams to identify expansion opportunities and ensure the value of the Platinum Support tier is fully realized.
How You'll Work.
Team & Collaboration
Partner closely with Customer Success Managers (CSMs) and Account Teams to identify expansion opportunities and ensure the value of the Platinum Support tier is fully realized.; Work alongside Support Engineering during active incidents; Serve as an interface to Product Management and Engineering
Communication Scope
Customer Communication; Technical communications
Process & Methodology
Upgrade Planning & Execution
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