Job Summary
As the Customer Success Director, you will serve as the strategic bridge between OceanBase and our most critical enterprise partners. You will be responsible for the end-to-end success of a high-value portfolio of customers, ensuring they realize measurable business value from our distributed database platform. You will lead the transition from initial implementation to long-term adoption, identifying strategic opportunities to expand OceanBase's footprint across the customer's entire technical ecosystem.
Key Responsibilities
- Strategic Value Realization: Act as the primary owner of the customer relationship and ultimate champion for their success. Eensure that OceanBase consistently delivers on key performance indicators (KPIs) and business outcomes.
- Deep Business & Technical Insight: Develop an expert-level understanding of your customers business models, strategic initiatives, and technical landscape. Map OceanBase's capabilities to their most complex business challenges, proactively identifying how our platform can solve mission-critical pain points.
- Expansion & Commercial Growth: Identify opportunities for cross-selling and upselling within assigned accounts. Working with Account Executives to expand OceanBase's footprint into new business units and additional projects.
- Executive Relationship Management: Serve as the trusted advisor to C-suite and VP-level stakeholders. Conduct regular Quarterly Business Reviews (QBRs) that focus on long-term value, ROI, and future-state architecture planning.
- Cross-Functional Leadership: Orchestrate internal resources, including Sales, Customer Support, Professional Services, Engineering, and Product Management, to resolve complex account issues and deliver a unified One OceanBase experience.
Qualifications
- Experience:
- 8+ years of experience in Customer Success, Account Management, or Technical Sales/Consulting in the enterprise software or database space.
- Proven track record in managing and growing high-value (ARR/ACV) enterprise accounts.
- Demonstrated success in navigating complex organizational structures to drive cross-departmental adoption.
- Ability to grasp the big picture of a customer's technology stack (e.g., legacy migrations, cloud transformation, real-time analytics) and align it with OceanBase's roadmap.
- Able to lead a technical deep-dive into distributed database systemn as well as presenting a business case for operational cost savings and faster product delivery cycles.
- Communication & Leadership:
- Exceptional Proficiency in English (Written and Verbal): Ability to lead high-level technical/business negotiations, facilitate executive meetings, and craft compelling strategic proposals.
- Strong ability to influence technical decision-makers without direct authority.
- Ability to remain calm and lead communications during critical escalations.
