• Own 8–12 strategic accounts end to end, including onboarding, adoption, health, risk management, renewals, and expansion. • Define and execute Customer Success Plans aligned to customer business objectives, usage, ROI, and time-to-value. • Lead Executive Business Reviews, presenting outcomes, risks, and recommendations to senior and C-level stakeholders. • Manage enablement and technical rollout initiatives, coordinating with Engineering, Product, Support, and Professional Services to remove blockers. • Serve as the primary point of coordination across the account team (Account Executive, Sales Engineer, Support, and Services) to ensure seamless customer coverage. • Develop a deep understanding of customer business needs and translate them into technical and operational requirements for Cockroach Labs. • Proactively identify, qualify, and partner with Sales on expansion opportunities to grow ARR. • Monitor customer health and product consumption, recommending upgrades or enhancements to increase value and adoption. • Track, forecast, and report on key success metrics, including renewal risk, NRR, churn, CSAT/NPS, and time-to-value. • Design and continuously improve scalable Customer Success processes, playbooks, health models, and reporting.