Customer Success Advisor

As a Customer Success Advisor, you are the dedicated technical partner for our most strategic enterprise accounts. Operating within the Customer Success organization, you bridge the gap between reactive support and proactive architectural guidance. Your mission is to de-risk mission-critical applications by building deep familiarity with a customer’s specific environment—their data systems, topology, and engineering teams—to ensure long-term stability and success on the Couchbase platform.

Responsibilities

Dedicated technical partner for strategic enterprise accounts; Bridge the gap between reactive support and proactive architectural guidance; De-risk mission-critical applications by building deep familiarity with customer's environment; Lead planning and advisory for Enterprise Edition (EE) upgrades; Maintain detailed documentation of customer implementation details; Perform regular architecture reviews and performance tuning; Lead and own technical action items for Quarterly Business Reviews (QBRs) and weekly case reviews; Work alongside Support Engineering during active incidents; Act as primary point of contact for technical communications during support ticket lifecycle; Own post-incident recovery process including Root Cause Analysis (RCA) and recommending medium-to-long term fixes; Serve as interface to Product Management and Engineering, advocating for customer requirements; Partner with Customer Success Managers (CSMs) and Account Teams to identify expansion opportunities and ensure value of Platinum Support tier is fully realized

Requirements

Expert-level knowledge of NoSQL concepts, Couchbase Server (EE), and Capella (DBaaS); Ability to understand complex, end-to-end distributed systems and document them clearly for both technical and non-technical stakeholders; Proven ability to navigate high-pressure support situations while maintaining professional, trust-based relationships with customer engineering teams; Capability to translate technical performance and reliability metrics into business impact and long-term stability for revenue-critical applications

Nice to have

6+ 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; Commitment to being a 'Guardian' of customer success, modeling a proactive mindset that moves beyond transactional ticket handling

Benefits

Generous Time Off Program; Flexibility to care for you and your family; Wellness Benefits - A variety of world class medical plans to choose from, along with dental, vision, life insurance, and employee assistance programs; Financial Planning - Retirement program and Business Travel Insurance; Career Growth - Be valued, Create value approach; Fun Perks - An ergonomic and comfortable in-office / WFH setup, Food & Snacks for in-office employees; And much more