Engagement Manager

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!

Role Summary

We are seeking a highly experienced Engagement Manager to partner with our most strategic customers and drive successful adoption, value realisation, and long-term retention.

Operating as a senior individual contributor, this role will work closely with the SVP Customer Success, strategic account leaders and regional leaders to ensure our largest and most complex accounts achieve measurable business outcomes. The Engagement Manager will act as a trusted advisor, orchestrating cross-functional teams and ensuring disciplined execution across the customer lifecycle.

Key Responsibilities

1. Strategic Customer Engagement

Own and lead delivery strategy for a portfolio of strategic / enterprise customers

Build strong relationships with:

Executive stakeholders

Technical leaders

Align customer objectives with platform capabilities and roadmap

2. Value Realisation & Outcomes

Define and track clear statements of work, success metrics, and business outcomes

Ensure customers achieve:

Time-to-value

Adoption milestones

ROI from investment

Proactively identify risks to value delivery and drive mitigation

3. Complex Programme Leadership

Lead large, multi-phase customer delivery engagements (implementations, expansions, migrations, transformations)

Coordinate across:

Professional Services

Solutions Engineering

Product

Support

Partners

Ensure delivery is aligned to agreed outcomes and timelines

4. Commercial Alignment & Growth

Partner closely with:

Account Executives

Customer Success Managers

Support:

Renewals

Expansion opportunities

Provide insight into:

Account health

Risk and growth signals

5. Executive Stakeholder Management

Act as a trusted advisor at C-level and senior leadership level

Lead:

Executive business reviews (EBRs)

Strategic planning sessions

Communicate value, progress, and risks clearly

6. Risk Management & Escalation

Identify and manage:

Delivery risks

Adoption challenges

Stakeholder misalignment

Lead resolution of complex issues and escalations

7. Operating Discipline & Governance

Establish clear:

Engagement plans

Lightweight governance structures

Success criteria

Ensure consistent execution across global accounts

8. Feedback & Continuous Improvement

Capture customer insights and feed into:

Product roadmap

Go-to-market strategy

Identify opportunities to improve:

Customer journeys

Engagement model

Success Measures

On-time delivery of engagements

Achievement of defined customer outcomes and ROI

Strong executive-level relationships and customer satisfaction

Reduction in escalations and improved account health

High renewal and retention rates across assigned accounts

Expansion / growth influenced within strategic accounts

Experience & Profile

Essential

Significant experience in:

SaaS customer success, consulting, or engagement management

Proven track record managing:

Enterprise / strategic accounts

Complex, multi-stakeholder environments

Strong commercial acumen (understands renewals, expansion, ARR impact)

Leadership Profile

Operates with high autonomy and accountability

Influences senior stakeholders internally and externally

Strong problem solver and structured thinker

Able to navigate ambiguity and drive outcomes

Preferred

Experience in:

Data platforms / databases / cloud technologies

Background in:

Consulting or program delivery

Familiarity with:

Customer success platforms and CRM systems

Reporting Line & Structure

Works closely with:

Architects

Account Executives

Customer Success Managers

Solutions Engineering

Support & Product

Role Positioning (important internally)

This is not:

A project manager

A support role

A junior CSM

An ops role

This is:

A senior, customer-facing leader responsible for ensuring our most important customers achieve meaningful business outcomes and remain long-term partners.

At Couchbase, we believe innovation thrives when diverse perspectives are at the table. We actively encourage applications from individuals of all backgrounds—including women, people of color, LGTBQIA+ professionals, veterans, and individuals with disabilities. If you see a role that excites you, but don’t meet every qualification, we still encourage you to apply.

Studies show underrepresented talent is less likely to apply unless they meet all the criteria. We encourage you to apply if you’re excited about the role and can bring strong contributions to our team.

If you require reasonable accommodations during the recruitment process, please let your recruiter know—we’re happy to support you.

We value diverse educational and career backgrounds. If your experience aligns with the role’s goals—even if it doesn’t follow a traditional path—we’d love to hear from you.

Why Couchbase?

Modern customer experiences need a flexible cloud database platform that can power applications spanning from cloud to edge and everything in between. Couchbase’s mission is to simplify how developers and architects develop, deploy and consume modern applications wherever they are. We have reimagined the database with our fast, flexible and affordable cloud database platform Capella, allowing organizations to quickly build applications that deliver premium experiences to their customers– all with best-in-class price performance. More than 30% of the Fortune 100 trust Couchbase to power their modern applications and build innovative new ones. See our recent awards to learn why Couchbase is a great place to work.We are honored to be a part of the Best Places to Work Award for the Bay Area and the UK. Couchbase offers a total rewards approach to benefits that recognizes the value you create here, so that you in turn may best serve yourself and your family. Some benefits include:

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.

And much more!

*Note: some programs are not applicable to all countries. Please discuss with a Couchbase recruiter to learn more.

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