How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Engagement Manager - Strategic Customer Success
About Couchbase
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 us for mission critical operational, analytical, mobile and AI workloads. Built to replace legacy infrastructure and fragmented data services, we empower 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 AI’s potential, and seamlessly extending applications from the cloud to the edge. Our AI-ready technology and enterprise partnership model eliminates complexity, reduces total cost of ownership, enabling teams to stay agile, innovative and secure.
Role Summary
We are seeking a highly experienced Engagement Manager to partner with our most strategic customers and drive successful adoption, value realisation, and long-term retention.
Operating as a senior individual contributor, this role will work closely with SVP of Customer Success, strategic account leaders, and regional leaders to ensure our largest and most complex accounts achieve measurable business outcomes. The Engagement Manager will act as a trusted advisor, orchestrating cross-functional teams and ensuring disciplined execution across the customer lifecycle.
Key Responsibilities
Strategic Customer Engagement
- Own and lead delivery strategy for a portfolio of strategic/enterprise customers
- Build strong relationships with:
- Executive stakeholders
- Technical leaders
- Align customer objectives with platform capabilities and roadmap
Value Realisation & Outcomes
- Define and track clear statements of work, success metrics, and business outcomes
- Ensure customers achieve:
- Time-to-value
- Adoption milestones
- ROI from investment
- Proactively identify risks to value delivery and drive mitigation
Complex Programme Leadership
- Lead large, multi-phase customer delivery engagements (implementations, expansions, migrations, transformations)
- Coordinate across:
- Professional Services
- Solutions Engineering
- Product
- Support
- Partners
- Ensure delivery is aligned to agreed outcomes and timelines
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Commercial Alignment & Growth
- Partner closely with Account Executives and Customer Success Managers
- Support:
- Renewals
- Expansion opportunities
- Provide insight into:
- Account health
- Risk and growth signals
Executive Stakeholder Management
- Act as a trusted advisor at C-level and senior management
- Lead:
- Executive business reviews (EBRs)
- Strategic planning sessions
- Communicate value, progress, and risks clearly
Risk Management & Escalation
- Identify and manage:
- Delivery risks
- Adoption challenges
- Stakeholder misalignment
- Lead resolution of complex issues and escalations
Operating Discipline & Governance
- Establish clear:
- Engagement plans
- Lightweight governance structures
- Success criteria
- Ensure consistent execution across global accounts
Feedback & Continuous Improvement
- Capture customer insights and feed into:
- Product roadmap
- Go-to-market strategy
- Identify opportunities to improve:
- Customer journeys
- Engagement model
- Success measures
Success Metrics: ✔ On-time delivery of engagements ✔ Achievement of defined customer outcomes and ROI ✔ Strong executive-level relationships and customer satisfaction ✔ Reduction in escalations and improved account health ✔ High renewal and retention rates ✔ Expansion/growth influenced within strategic accounts
Experience & Profile
Essential
✅ Significant experience in:
- SaaS customer success
- Consulting or engagement management ✅ Proven track record managing:
- Enterprise/strategic accounts
- Complex, multi-stakeholder environments ✅ Strong commercial acumen (renewals, expansion, ARR impact) ✅ Leadership Profile:
- Operates with high autonomy and accountability
- Influences senior stakeholders internally and externally
- Strong problem solver and structured thinker
- Able to navigate ambiguity and drive outcomes
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Preferred
🔹 Experience in data platforms/databases/cloud technologies 🔹 Background in consulting or program delivery 🔹 Familiarity with customer success platforms and CRM systems
Reporting Line & Structure
Collaborates with:
- Architects
- Account Executives
- Customer Success Managers
- Solutions Engineering
- Support & Product
Not this: a project manager, support role, junior CSM, or ops function. Is this: a senior, customer-facing leader ensuring meaningful customer outcomes and long-term partnerships.
Diversity & Inclusion Statement
At Couchbase, innovation thrives with diverse perspectives. We actively encourage applications from:
- Women
- People of color
- LGBTQIA+ professionals
- Veterans
- Individuals with disabilities
If you don’t meet every requirement but are excited about the role—apply anyway! Studies show underrepresented talent often hesitates without perfect alignment, and we’d love to hear from you.
Reasonable accommodations during recruitment are welcome—please let us know how we may assist.
Why Join Couchbase?
Couchbase offers a total rewards package tailored to your contributions. Some highlights include:
🍃 Generous Time-Off Program – Balance work and life flexibility 🏥 Wellness Benefits – Premium medical plans, dental, vision, and Employee Assistance Programs 💰 Financial Planning – Retirement program and Business Travel Insurance 🚀 Career Growth – Be valued, create value culture 🍎 Perks: Ergonomic workspaces, food/snacks for in-office employees 📊 Notes: Programs may vary by country—discuss with your recruiter
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location