Customer Success Director

Job summary

As the Customer Success Director, you will serve as the strategic bridge between OceanBase and our most critical enterprise partners. You will be responsible for the end-to-end success of a high-value portfolio of customers, ensuring they realize measurable business value from our distributed database platform. You will lead the transition from initial implementation to long-term adoption, identifying strategic opportunities to expand OceanBase's footprint across the customer's entire technical ecosystem.

Key responsibilities

Strategic value realization: Act as the primary owner of the customer relationship and ultimate champion for their success. Ensure that OceanBase consistently delivers on key performance indicators (KPIs) and business outcomes.

Deep business & technical insight: Develop an expert-level understanding of your customers' business models, strategic initiatives, and technical landscape. Map OceanBase's capabilities to their most complex business challenges, proactively identifying how our platform can solve mission-critical pain points.

Expansion & commercial growth: Identify opportunities for cross-selling and upselling within assigned accounts. Work with Account Executives to expand OceanBase's footprint into new business units and additional projects.

Executive relationship management: Serve as the trusted advisor to C-suite and VP-level stakeholders. Conduct regular Quarterly Business Reviews (QBRs) that focus on long-term value, ROI, and future-state architecture planning.

Cross-functional leadership: Orchestrate internal resources, including Sales, Customer Support, Professional Services, Engineering, and Product Management, to resolve complex account issues and deliver a unified One OceanBase experience.

Job requirements

Experience:

8+ years of experience in Customer Success, Account Management, or Technical Sales/Consulting in the enterprise software or database space.

Proven track record in managing and growing high-value (ARR/ACV) enterprise accounts.

Demonstrated success in navigating complex organizational structures to drive cross-departmental adoption.

Ability to grasp the big picture of a customer's technology stack (e.g., legacy migrations, cloud transformation, real-time analytics) and align it with OceanBase's roadmap.

Able to lead a technical deep-dive into distributed database system as well as presenting a business case for operational cost savings and faster product delivery cycles.

Communication & leadership:

Exceptional proficiency in English (written and verbal): Ability to lead high-level technical/business negotiations, facilitate executive meetings, and craft compelling strategic proposals.

Strong ability to influence technical decision-makers without direct authority.

Ability to remain calm and lead communications during critical escalations.