A Day in the Life at EDB: Inside a Director of Customer Success Role at EDB
In the world of Customer Success, the true measure of impact isn’t just a renewed contract, it's the successful journey of the people behind the technology.
In our "A Day in the Life" series, we explore the essential roles and individuals making an impact at EDB. In this spotlight, we chat with Jek Han Tan, Director of Customer Success, to learn how his day "pivots around people," why he embraces a culture of continuous learning, and how EDB’s spirit of autonomy allows him to thrive both inside and outside of the office.
A Day in the Life: The Pulse of Customer Success
For Jek, who recently celebrated his fourth anniversary at EDB, the role is a cross functional mix of strategy and relationship management. He oversees a diverse team of Customer Success Managers and Technical Account Managers, all unified by a single goal: successful outcomes.
"My day really pivots around people—not just the customers we engage and do business with, but the internal EDB teams as well," Jek explains. His day is less about a "typical" routine and more about a "happy" rhythm of collaboration. "My days are all about pulse-checking where people are, where our customers are, and what we need to get them to the next milestone, and what does success look like to everyone?"
The Customer Success Mindset: Energy and Evolution
Jek has witnessed a massive scale-up in his four years with the company. He describes EDB as an organization that is constantly evolving its products and business, requiring a team that can move at a matching pace.
His advice for newcomers is clear: come ready for energy and evolution. "Brace yourself for a lot of high-energy engagements and a lot of change—that keeps driving evolution for us as a business," Jek advises. He believes the ideal teammate is someone who finds joy in learning: "A typical profile that would thrive in such, you know, a lovely environment would be someone who truly enjoys a continuous wave of challenges, a continuous journey of learning."
Impact Beyond the Ticket: The DNA of Forging Relationships
One of Jek’s greatest points of pride is the culture of connection he helped foster. When joined EDB, he made it his mission to be the "new kid on the block" who reached out to everyone, simply to say hello.
"What's truly a bit of a signature in EDB is the fact that there is a very natural way to bond," he notes. For Jek, the EDB "people ecosystem" is built on mutual respect for both professional contributions and personal lifestyles. This sense of connection creates something deeper than a standard workspace. "I do think I'm even more privileged to have some of the finest people to work with, and that creates an environment of family at work."
Culture and Perks: Empowerment on Your Own Terms
While many companies talk about autonomy, Jek believes EDB truly lives it. The freedom to manage his own schedule is a perk that allows him to be a high-performer without sacrificing his life outside of work.
"The opportunity to manage my time on my own terms allows me to be very effective and efficient as a person," Jek shares. This autonomy means he can balance high-stakes customer situations across time zones while still being "a great son, an active cyclist, and a great friend."
Jek’s philosophy on work is simple: it should never be a chore. "I'm a bit of a believer that one should never have to drag their feet to work. It’s not just about loving what you do, it’s actually being able to love what you do with people you love being around."
Ready to join a team that values both global impact and personal well-being? Explore our open positions and join the EDB team.