Senior Customer Success Manager

About the role

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI.

Responsibilities

• Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices.
• Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding to achieve their business goals through their MongoDB deployments.
• Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes.
• Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy.
• Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization.
• Proactively manage a diverse portfolio of Enterprise customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success.
• Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales teams.
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis.
• Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions.
• Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long-term health and value realization.
• Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region.

Requirements

• Relevant Experience: 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product.
• Accountability: 4+ years experience being accountable for customer health and revenue realization for Enterprise customers.
• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite.
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

Qualifications

• Experience working with complex technical environments and understanding of MongoDB products and services.
• Strong problem-solving and analytical skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience managing multiple projects and priorities simultaneously.
• Knowledge of Salesforce or similar CRM tools.

Skills

• Technical expertise in MongoDB and related technologies.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with project management tools and methodologies.

Benefits

• Base salary range: $97,000—$190,000 USD
• Equity
• Employee Stock Purchase Program
• Flexible Paid Time Off
• 20 Weeks Fully-Paid Gender-Neutral Parental Leave
• Fertility and Adoption Assistance
• 401(k) Plan
• Mental Health Counseling
• Access to Transgender-Inclusive Health Insurance Coverage
• Health Benefits Offerings

Pay

• Base salary range: $97,000—$190,000 USD

Schedule

• Full-time