Role Description The Customer Success Manager (CSM) is passionate about understanding our customers and partners to make them successful through extraordinary levels of service. The CSM will work independently and cross-functionally to address any satisfaction, growth or renewal opportunities and risks in their portfolio. The key goal of this role is to make every customer or partner in their portfolio successful and committed to EDB through a trusted advisor relationship. - Responsible for owning the relationship within their portfolio of accounts. - Hyper-focused on customer retention, providing technical product guidance, strategic business value and insights. - Driving adoption and trust, and identifying opportunities to further drive value across our customers’ business. - Requires exceptional tenacity, analytical prowess, strategy, service, leadership, and an innate passion for delighting our customers. Qualifications - 5-10+ years of experience in account management, solution engineering or client services in the context of enterprise technology. - Experience managing multi-million dollar portfolios of recurring revenue. - Outstanding oral and written communication skills. - Inspiring presentation and public speaking experience (executive level audience). - Impeccable attention to detail, highly organized, with an absolute focus on quality of work. - Ability to communicate value add at all levels internally and externally. - Strong management and business skills required. - Bachelor degree; MS or MBA optional. Requirements - Technology Account Management. - Deep customer relationship building. - Database deployment and business models. - Strategic partner engagement (Systems Integrators, Distributors, Resellers). - Strategic business/technology leadership discussions. - Program management. - Project management. - Relational database experience (PostgreSQL, MySQL, Oracle, SQL Server, Sybase, DB2). - Good understanding of Relational database concepts. - Software installation & software troubleshooting experience. Responsibilities - Provide strategic guidance to drive forward your account’s priorities and business goals. - Ownership and accountability for ensuring customer growth, customer satisfaction and contract renewals within the assigned customer portfolio. - Develop strong relationships with all key decision makers and influencers, including executive sponsors and partner contacts at various levels. - Identify, influence, develop, and realize new opportunities for expanding your customer’s business volume. - Translate results into actionable strategic and commercial outcomes. - Uncover any risk that threatens your customer’s growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks. - Choreograph other domain experts to deliver the outcomes of the account plan you are responsible for building and maintaining for each account. - Collaborate effectively with internal and external colleagues to build a best-in-class customer experience. - Take ownership of all direct communication and resolve escalations. - Listen to customers carefully and truly understand customers’ strategic priorities, KPIs, growth initiatives, key business issues and opportunities. - Ensure increasing user adoption of EDB platform by implementing best practices and providing technical guidance on product optimization. - Serve as the liaison between product management and the customer with a focus on feature collaboration and communicating the EDB roadmap. Benefits - Access to CuraLinc for health and wellness tips and practices. - Wellness Fridays extending to December 2026.

• Own a book of ~40–50 SMB accounts from kickoff through renewal • Be the primary point of contact for your accounts via Slack and our customer ticketing system • Drive customer health, adoption, and retention across your book of business • Identify upsell and expansion opportunities; proactively flag at-risk accounts • Lead customer onboarding end-to-end (average 30-day implementation timeline) • Configure marketplace listings across AWS, GCP, and Azure Marketplace • Set up co-sell workflows, CRM integrations (HubSpot, Salesforce), private offers (CPPO, RPOP), and automations • Conduct 4–5 customer calls per day — kickoffs, check-ins, product walkthroughs, and troubleshooting sessions • Deliver 101 training sessions to onboard customer teams on new features and workflows • Serve as first responder for all inbound customer questions via Slack and our customer ticketing system • Triage issues — resolve directly, loop in Product Support for bugs, or create Solutions Engineering requests in ClickUp • Proactively introduce customers to new platform capabilities: funding portals, partner scoring, pipeline digests, automations • Facilitate renewals and manage the renewal process in coordination with Account Management • Maintain detailed account notes, implementation steps, and health tracking in our customer ticketing system • Contribute to internal documentation, playbooks, and help center content • Respond to async customer questions with clear, thorough written guidance • Participate in team syncs, CS biweeklies, and product feedback sessions

• Own the growth strategy across a portfolio of SMB customers • Analyze customer health and product adoption to prioritize outreach • Execute scalable, data-driven engagement strategies • Partner with customers to increase product adoption and business outcomes • Build trusted customer relationships through personalized engagement

• Serve as the primary relationship owner for 1–3 client engagements simultaneously • Maintain client trust at the working level — know your stakeholders, understand their business, and be the person they call when something feels off • Drive alignment between client expectations and what Very can actually deliver • Escalate early and with a recommendation — never let a problem become a surprise • Own the profitability of your engagements — understand margin, monitor burn, and proactively flag risk • Write and negotiate Statements of Work for new phases and follow-on engagements • Identify expansion opportunities within existing accounts and close them • Participate in the sales process for new opportunities • Accountable for the health of delivery on your engagements — scope, schedule, and quality • Make tradeoff calls with confidence; bring options, not just problems • On smaller engagements (≤ $250–400K, single workstream, small team): run the cadence yourself — standups, sprint planning, milestone reviews • On larger engagements: partner with a PM who runs execution; you shift altitude to steering, scope management, and client strategy • Coach team members on what it means to work in a client services organization — communication, expectation management, escalation • Model the standard for how Very engages with clients