[Remote] Principal, Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Couchbase is an operational data platform for AI that empowers businesses to succeed by bringing data to life in new ways. The Principal Customer Success Manager is responsible for managing strategic and enterprise customer relationships to ensure successful adoption and long-term retention of Couchbase’s database and data platform solutions, acting as a trusted advisor to stakeholders and collaborating with various internal teams.ResponsibilitiesServe as the primary post-sales point of contact for a portfolio of enterprise and strategic customersBuild strong relationships with customer stakeholders including engineering leaders, architects, and executivesConduct regular business reviews and success planning sessions with customersGuide customers through onboarding, deployment, and adoption of Couchbase solutionsHelp customers align product capabilities with their technical and business objectivesMonitor product usage and adoption trends to ensure customers achieve maximum valuePartner with Sales and Renewals teams to support successful subscription renewalsIdentify opportunities for expansion such as additional workloads, environments, or product capabilitiesDevelop account success plans to drive long-term customer growthAct as a customer advocate internally, representing customer needs and feedback to Product and Engineering teamsPromote customer success stories, references, and case studiesSupport strategic customer engagements and executive briefingsMonitor customer health indicators and proactively address adoption risksManage escalations and coordinate internal teams to resolve technical or operational issuesDevelop recovery plans for at-risk accountsSkills8–10 years of experience in Customer Success, Technical Account Management, Account Management, or similar customer-facing rolesExperience supporting enterprise SaaS, database, or infrastructure platformsAbility to work with technical stakeholders such as developers, architects, and engineering teamsStrong communication and relationship management skillsExperience with CRM and customer success platforms (e.g., Salesforce, Gainsight)Experience with distributed databases, NoSQL, or cloud platformsFamiliarity with modern application architectures such as microservices and cloud-native environmentsExperience supporting customers running large-scale or mission-critical production systemsBenefitsGenerous Time Off Program - Flexibility to care for you and your familyWellness Benefits - A variety of world class medical plans to choose from, along with dental, vision, life insurance, and employee assistance programsFinancial Planning - Retirement programBusiness Travel InsuranceCareer Growth - Be valued, Create value approachFun Perks - An ergonomic and comfortable in-office / WFH setup. Food & Snacks for in-office employees.Note: some programs are not applicable to all countries. Please discuss with a Couchbase recruiter to learn more.Company OverviewCouchbase is a NoSQL cloud platform providing scalable data solutions for applications. It was founded in 2009, and is headquartered in Santa Clara, California, USA, with a workforce of 501-1000 employees. Its website is http://www.couchbase.com.Company H1B SponsorshipCouchbase has a track record of offering H1B sponsorships, with 14 in 2025, 16 in 2024, 16 in 2023, 6 in 2022, 12 in 2021, 17 in 2020. Please note that this does not guarantee sponsorship for this specific role.