Senior Customer Success Advocate

Aerospike

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About The Position

Aerospike is seeking a technically savvy, customer-obsessed Senior Customer Success Advocate to join our growing team and serve as a dedicated partner for a curated portfolio of high-value customers. This role is designed to ensure that our customers unlock the full potential of our high-performance, real-time data platform. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and help build the program. You'll build deep familiarity with each customer's technical environment, business objectives, and path to long-term success with Aerospike.
You'll work alongside our Sales team as a complementary layer of customer engagement, ensuring customers are healthy, informed, and realizing value from their Aerospike investment. Your success will be measured by customer engagement, customer satisfaction, and long-term retention.
The ideal candidate combines strong technical acumen with a deep commitment to delivering an exceptional customer experience. If you thrive at the intersection of data, technology, and people — we’d love to hear from you.
This is a post-sales position.

Requirements

• 7+ years of experience in Customer Success, Account Management, Client Services, or a similarly customer-facing role, ideally within enterprise software, SaaS, or infrastructure technology
• Demonstrated ability to manage a select group of high-value accounts with a high-touch engagement model and strong attention to relationship depth over breadth
• Technical aptitude and curiosity — you don't need to be a database engineer, but you should be comfortable with the fundamentals of distributed databases, cloud infrastructure, and how enterprise applications are built and scaled
• Experience conducting executive business reviews and engaging comfortably with both technical practitioners and business stakeholders up to the C-suite
• Strong analytical and problem-solving skills, with the ability to interpret product usage data, support trends, and qualitative signals to assess account health and prioritize engagement
• Excellent verbal and written communication skills, with the ability to translate complex technical topics into clear, actionable language for diverse audiences
• Collaborative and cross-functional by nature — this role requires close coordination with Sales, Support, Services, Product, and Engineering as success depends upon working well across all teams
• A proactive, self-directed work style — you'll operate with a high degree of autonomy and need to stay organized, prioritize effectively, and follow through without close oversight

Nice To Haves

• Prior exposure to database, cloud, and/or infrastructure technologies (e.g., NoSQL, AWS, GCP, Azure) is a significant plus

Responsibilities

• Conduct quarterly business reviews (QBRs) for each assigned account, aligning on business objectives, product utilization, upcoming initiatives, and any risks and/or roadblocks
• Deliver annual cluster health checks for each assigned account assessing customers' Aerospike deployments for performance, scalability, and best practice adherence, and providing actionable insights and recommendations
• Monitor and report on account health synthesizing signals from product usage, support ticket trends, stakeholder engagement, and direct customer feedback to provide leadership with a clear view of portfolio health and risk
• Proactively identify and flag at-risk accounts working cross-functionally with Sales, Support, Product, and Engineering to develop mitigation plans before issues escalate
• Act as the customer's internal advocate channeling feedback and feature requests to Product and Engineering and ensuring the customer's voice is represented in roadmap conversations
• Enable customer success by connecting customers with relevant resources, documentation, best practices, and internal subject matter experts to accelerate adoption and optimize their use of Aerospike
• Build and maintain stakeholder relationships across both technical and business contacts within each account, expanding Aerospike's footprint of trusted relationships beyond a single point of contact
• Document all customer interactions in Salesforce and other internal systems maintaining accurate records of engagement history, health assessments, and action items
• Collaborate closely with Sales to ensure alignment on account, stakeholder, and renewal strategy

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees