Description
Our Customer Success team is the linchpin of the post-sales customer relationship. As a Strategic Customer Success Manager, you are a trusted technical and business advisor helping our most significant strategic accounts navigate their long-term roadmaps on MongoDB.
You’ll be responsible for maximizing customer lifetime value and success for a book of G2000 business, acting as a strategic partner to C-suite and technical leaders to align MongoDB’s capabilities with their multi-year IT transformations.
Key Responsibilities:
- Customer Advisory:
- Proactively identify and mitigate complex consumption risks by combining technical goals with success metrics and advising on sophisticated architectural strategies.
- Conduct comprehensive customer business reviews for complex accounts, analyzing technical health and operational performance while translating insights into strategic value-based outcomes.
- Partner with C-suite and technical leaders to align on objectives and champion alignment of joint roadmaps that foster significant database growth.
- Account & Portfolio Management:
- Lead the cross-functional development of comprehensive account programs, outlining key deliverables and resource allocations that drive customer maturity and global revenue realization.
- Track and report progress against strategic outcomes, provide high-precision forecasting for high-value portfolios to senior leadership, and identify data patterns to drive growth and support presales expansion.
- Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis.
- Internal Collaboration & Customer Advocacy:
- Serve as the strategic voice of the customer within MongoDB, leveraging insights from complex environments and unique use cases to directly influence the product roadmap and coordinate cross-functional execution.
- Connect customers with the right internal resources, including high-level Marketing programs and Executive Sponsor alignment, while leading collaborative learning sessions to ensure MongoDB maximizes value for our most significant accounts.
- Orchestrate complex cross-functional initiatives, such as global migrations and modernization factories, by directing dedicated account teams to enable consumption growth.
What You Will Bring:
- Relevant Experience: 9 to 12+ 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: 6+ years experience being accountable for customer health and revenue realization for a defined book of strategic G2000 business.
- Communication: Excellent verbal and written skills in both German and English languages with the proven ability to influence technical and business outcomes at the C-suite level without direct authority.
- Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.