Couchbaseinc

Sr Manager, Customer Success Operations

Raleigh, NC · Senior

Sponsorship not specifiedDetected 12 days ago

DatabricksData VisualizationSalesforceCRMPipeline ManagementForecastingCustomer SuccessLeadershipMentoring

About the role

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.

Design and build the baseline, centralized global dashboards within Salesforce and Tableau to measure and track Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and expansion pipelines.
Build the predictive forecasting models and manage the weekly/monthly renewal pipeline reviews
Partner with the Commercial Data & Analytics team to ingest product-usage and consumption data from Databricks, transforming raw telemetry into proactive system alerts that flag expansion, cross-sell, and upsell opportunities.
Collaborate with the SVP of Customer Success to write and codify standard operating procedures (e.g., onboarding handoffs, escalation protocols for at-risk accounts) and configure the Salesforce tasks that enforce them.
Design and deploy automated data compliance reporting within Salesforce (SFDC) to track data cleanliness.
Process Design & Salesforce Workflow

4-6 years of experience in Customer Success Operations or Revenue Operations, with a proven track record of managing data and processes for high-growth enterprise SaaS organizations.
Familiarity with data logic and experience collaborating with analytics teams to map data from platforms like Databricks.

Partner with the core Sales Compensation/Ops team to design, track, and manage the performance incentive and commission structures specific to the newly formed CS organization.

Data, Health, & Consumption Signals
Build and maintain the company's data-driven "Customer Health Score" combining support logs, customer milestones, and usage trends into clear risk indicators.
Own the rollout and ongoing team adoption of AI-generated customer health alerts.

This listing is sourced directly from Couchbaseinc's careers page and normalized into a canonical job model.