Customer Success Advisor

Couchbase, Inc.

7d • $130,000 - $152,000 • Hybrid

About The Position

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.

Requirements

• Expert-level knowledge of NoSQL concepts, Couchbase Server (EE), and Capella (DBaaS).
• Ability to understand complex, end-to-end distributed systems and document them clearly for both technical and non-technical stakeholders.
• Proven ability to navigate high-pressure support situations while maintaining professional, trust-based relationships with customer engineering teams.
• Capability to translate technical performance and reliability metrics into business impact and long-term stability for revenue-critical applications.
• 3+ years in Solutions Architecture, Professional Services, or Technical Account Management, specifically within the enterprise software space.
• Proven track record of managing and optimizing large-scale distributed database deployments.
• A commitment to being a "Guardian" of customer success, modeling a proactive mindset that moves beyond transactional ticket handling.

Responsibilities

• Lead the planning and advisory for Enterprise Edition (EE) upgrades, identifying technical hurdles early to ensure smooth transitions.
• Maintain detailed documentation of customer implementation details, including architecture diagrams, version numbers, and topology info.
• Perform regular architecture reviews and performance tuning to identify trends and develop action plans that prevent "Technical Churn”.
• Lead and own technical action items for Quarterly Business Reviews (QBRs) and weekly case reviews to align Couchbase outcomes with customer business goals.
• Work alongside Support Engineering during active incidents, providing the deep architectural context necessary to expedite resolution.
• Act as the primary point of contact for technical communications during a support ticket’s lifecycle, keeping customer teams informed on progress.
• Own the post-incident recovery process, involving the Root Cause Analysis (RCA) and recommending medium-to-long term fixes to prevent recurrence.
• Serve as an interface to Product Management and Engineering, advocating for customer requirements and feeding real-world feedback back into the roadmap.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed