Principal, Customer Success Manager

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! The Principal Customer Success Manager (CSM) is responsible for managing strategic and enterprise customer relationships to ensure successful adoption, value realization, and long-term retention of Couchbase’s database and data platform solutions. This individual contributor role partners closely with Sales, Support, Product, and Professional Services to help customers deploy and scale Couchbase in mission-critical production environments. The Principal Customer Success Manager acts as a trusted advisor to technical and executive stakeholders, ensuring customers achieve measurable business outcomes while identifying opportunities for expansion and long-term partnership. Key Responsibilities Customer Relationship Management 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. Customer Adoption & Value Realization 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. Renewals & Expansion 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. Customer Advocacy 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. Risk Management 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. Key Performance Metrics Net Revenue Retention (NRR) Customer renewal rate Customer adoption and usage growth Expansion revenue influence Customer satisfaction (CSAT / NPS) Customer health score Required Qualifications 8–10 years of experience in Customer Success, Technical Account Management, Account Management, or similar customer-facing roles. Experience supporting enterprise SaaS, database, or infrastructure platforms . Ability to work with technical stakeholders such as developers, architects, and engineering teams. Strong communication and relationship management skills. Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight). Preferred Qualifications Experience with distributed databases, NoSQL, or cloud platforms . Familiarity with modern application architectures such as microservices and cloud-native environments. Experience supporting customers running large-scale or mission-critical production systems. Key Skills Strategic customer engagement Enterprise account management Technical solution understanding SaaS adoption and retention strategies Cross-functional collaboration Executive communication The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Base Pay Range $145,286 — $162,771 USD 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.