Customer Success Advisor

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! Strategic Purpose As a Customer Success Advisor , you are the dedicated technical partner for our most strategic enterprise accounts. Operating within the Customer Success organization, you bridge the gap between reactive support and proactive architectural guidance. Your mission is to de-risk mission-critical applications by building deep familiarity with a customer’s specific environment—their data systems, topology, and engineering teams—to ensure long-term stability and success on the Couchbase platform. Key Responsibilities 1. Proactive Architectural Guidance Upgrade Planning & Execution: Lead the planning and advisory for Enterprise Edition (EE) upgrades, identifying technical hurdles early to ensure smooth transitions. Environment Maintenance: Maintain detailed documentation of customer implementation details, including architecture diagrams, version numbers, and topology info. Technical Health Boosting: Perform regular architecture reviews and performance tuning to identify trends and develop action plans that prevent "Technical Churn." Strategic Reviews: Lead and own technical action items for Quarterly Business Reviews (QBRs) and weekly case reviews to align Couchbase outcomes with customer business goals. 2. Reactive Stability & Incident Management Support Orchestration: Work alongside Support Engineering during active incidents, providing the deep architectural context necessary to expedite resolution. Customer Communication: Act as the primary point of contact for technical communications during a support ticket’s lifecycle, keeping customer teams informed on progress. Post-Incident Management: Own the post-incident recovery process, involving the Root Cause Analysis (RCA) and recommending medium-to-long term fixes to prevent recurrence. 3. Voice of the Customer Product Advocacy: Serve as an interface to Product Management and Engineering, advocating for customer requirements and feeding real-world feedback back into the roadmap. Team Collaboration: Partner closely with Customer Success Managers (CSMs) and Account Teams to identify expansion opportunities and ensure the value of the Platinum Support tier is fully realized. Skills & Abilities Deep Technical Fluency: Expert-level knowledge of NoSQL concepts, Couchbase Server (EE), and Capella (DBaaS). Architectural Vision: Ability to understand complex, end-to-end distributed systems and document them clearly for both technical and non-technical stakeholders. Collaborative Problem-Solving: Proven ability to navigate high-pressure support situations while maintaining professional, trust-based relationships with customer engineering teams. Strategic Thinking: Capability to translate technical performance and reliability metrics into business impact and long-term stability for revenue-critical applications. Desired Qualificat…