• Serve as the primary point of contact for a portfolio of federal customers throughout the customer lifecycle. • Coordinate customer engagements to ensure commitments, deliverables, and key objectives are completed on schedule, while maintaining accurate engagement records and status reporting. • Conduct regular business reviews, success planning sessions, and customer health assessments. • Coordinate customer communications during product updates, releases, and service-impacting events. • Develop a deep understanding of customer missions, priorities, and operational environments. • Partner with customers to ensure successful onboarding, deployment, adoption, and ongoing use of HiddenLayer solutions. • Monitor customer health and proactively mitigate risks that could impact customer success, satisfaction, or renewal. • Capture, prioritize, and communicate customer feedback to Product and Engineering teams. • Represent customer requirements and mission needs in internal discussions and product planning activities. • Partner with Account Executives and leadership to support contract renewals, option year exercises, and expansion opportunities.

• Serve as the primary post-sales point of contact for a portfolio of enterprise and strategic customers. • Build strong relationships with customer stakeholders including engineering leaders, architects, and executives. • Conduct regular business reviews and success planning sessions with customers. • Guide customers through onboarding, deployment, and adoption of Couchbase solutions. • Help customers align product capabilities with their technical and business objectives. • Monitor product usage and adoption trends to ensure customers achieve maximum value. • Partner with Sales and Renewals teams to support successful subscription renewals. • Identify opportunities for expansion such as additional workloads, environments, or product capabilities. • Develop account success plans to drive long-term customer growth. • Act as a customer advocate internally, representing customer needs and feedback to Product and Engineering teams. • Promote customer success stories, references, and case studies. • Support strategic customer engagements and executive briefings. • Monitor customer health indicators and proactively address adoption risks. • Manage escalations and coordinate internal teams to resolve technical or operational issues. • Develop recovery plans for at-risk accounts.

• Lead, manage, and develop the Customer Success team. • Coordinate the department's day-to-day operations, projects, and priorities. • Build and continuously improve customer service standards, workflows, and internal processes. • Handle escalations, complex customer cases, and claims management. • Drive customer retention and increase the number of returning customers. • Monitor and improve customer satisfaction metrics and customer feedback. • Analyze customer journey performance and identify opportunities for improvement. • Develop onboarding, training, and knowledge-sharing processes for Customer Success team members. • Set team goals, KPIs, and performance expectations. • Conduct performance reviews and support employee development. • Participate in hiring, onboarding, and offboarding processes within the department. • Collaborate closely with Sales, Product, Marketing, Operations, and Leadership teams. • Initiate and lead cross-functional projects aimed at improving customer experience and operational efficiency. • Analyze team performance, operational metrics, and customer feedback to drive data-informed decisions. • Ensure consistent delivery of high-quality service across all customer touchpoints.

Role Description The Customer Success Architect (CSA) team provides technical expertise for the post-sales customer experience. Customer Success Architects are responsible for making sure that our customers are meeting their objectives. They are a vital component of our company’s success, working with customers, partners, and product teams to deliver success for our valued customers. CSA supports multiple post-sales roles including GTM, Support, & Product. What You Will Be Doing: - Sigma champion and product expert; customers will look to you for advice and expertise. - Advisor to our customers on technical best practices including: - Sigma best practices and patterns - Performance and tuning - Security including SSO, team organization, and row-level security - Embedded and API access - Related data products like CDW, ETL, and catalog tools - Capture product feedback from customers and engage with the product team to improve our product roadmap. - Identify new use cases to grow accounts and find areas where Sigma can provide the most value to ensure renewals. - Cultivate customer references for the marketing team. - Design and develop software solutions for Business Intelligence and analytics products while providing technical expertise for post-sales customer success. - Working directly with customers to understand business and technical requirements and implementing tailored analytics solutions in customer environments; advising customers on best practices for implementation, performance, security, embedded analytics, and API access; collaborating with Product Managers and Engineering teams to deliver and improve customer solutions. - Documenting software and technical implementations; monitoring deployed solutions and troubleshooting complex technical issues; and learning product capabilities, release processes, and maintenance procedures to ensure successful customer outcomes. Qualifications - Minimum 10 years of business intelligence experience working in a customer-facing technical role (customer success or consulting). - Customer relationship skills. - Experience with database concepts. - Data warehouse experience - cloud data warehouse preferred (Snowflake, Redshift, BigQuery). - Designing, developing, and writing software and custom solutions using technologies such as JavaScript/TypeScript, SQL, React, GraphQL, and GitHub. - ETL experience. - Experience implementing production business intelligence solutions. - Familiarity with JavaScript and Web Development is a plus. - Bachelor’s degree in computer science or related field or equivalent technical experience. - Ability to work remotely full-time with up to 50% travel (eventually). Requirements - Experience at a SaaS company or with cloud architectures. - Experience with data analytics business use cases. - Startup experience. Benefits - Equity - Generous health benefits - Flexible time off policy. Take the time off you need! - Paid bonding time for all new parents - Traditional and Roth 401k - Commuter and FSA benefits - Lunch Program - Dog friendly office