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 architected for performance, flexibility and global scale. With Couchbase, organizations bring their data to life, launching game‑changing customer experiences, exploring the limitless potential of AI, and seamlessly extending applications from the cloud to the edge and beyond. Couchbase’s AI‑ready technology and enterprise partnership model eliminate complexity and reduce total cost of ownership, enabling teams to stay agile, innovative and secure. Couchbase believes data should never slow you down, but act as the foundation for your next breakthrough. Discover why Couchbase is trusted to help the world’s biggest players scale, move fast and stay resilient, no matter what’s next on their roadmap. Visit couchbase.com and follow us on LinkedIn and X. Want to be part of our story? Apply today! 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. At Couchbase, we believe innovation thrives when diverse perspectives are at the table. We actively encourage applications from individuals of all backgrounds—including women, people of color, LGTBQIA+ professionals, veterans, and individuals with disabilities. If you see a role that excites you, but don’t meet every qualification, we still encourage you to apply. Studies show underrepresented talent is less likely to apply unless they meet all the criteria. We encourage you to apply if you’re excited about the role and can bring strong contributions to our team. If you require reasonable accommodations during the recruitment process, please let your recruiter know—we’re happy to support you. We value diverse educational and career backgrounds. If your experience aligns with the role’s goals—even if it doesn’t follow a traditional path—we’d love to hear from you. Why Couchbase? Modern customer experiences need a flexible cloud database platform that can power applications spanning from cloud to edge and everything in between. Couchbase’s mission is to simplify how developers and architects develop, deploy and consume modern applications wherever they are. We have reimagined the database with our fast, flexible and affordable cloud database platform Capella, allowing organizations to quickly build applications that deliver premium experiences to their customers– all with best-in-class price performance. More than 30% of the Fortune 100 trust Couchbase to power their modern applications and build innovative new ones. See our recent awards to learn why Couchbase is a great place to work.We are honored to be a part of the Best Places to Work Award for the Bay Area and the UK. Couchbase offers a total rewards approach to benefits that recognizes the value you create here, so that you in turn may best serve yourself and your family. Some benefits include: - 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! *Note: some programs are not applicable to all countries. Please discuss with a Couchbase recruiter to learn more. Learn more about Couchbase: News and Press Releases Couchbase Capella Couchbase Blog Investors Disclaimer: Couchbase is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Join an impact initiative group and experience the amazing feeling of Couchbase can-do culture. By using this website and submitting your information, you acknowledge our Candidate Privacy Notice and understand your personal information may be processed in accordance with our Candidate Privacy Notice following guidelines in your country of application.