Description
We are looking for a Senior Customer Success Manager to join our team in Tel Aviv. As a Senior Customer Success Manager, you will be responsible for driving effective customer outcomes, identifying and mitigating technical risks, and expanding MongoDB usage through optimized technical solutions.
Responsibilities:
- Work as a strategic advisor to customers, providing guidance on MongoDB best practices and technology strategy
- Guide customers through the customer journey to accelerate their time-to-value from MongoDB
- Proactively identify and mitigate technical risks for complex accounts
- Facilitate the resolution of high-stakes customer challenges
- Collect feedback and identify roadblocks from customers to inform internal teams
- Act as the link between customers and product engineering to develop new innovative solutions
- De-escalate and resolve critical customer issues and complaints
- Build and execute account plans to mitigate risk and drive growth
- Lead in-person executive business reviews for strategic customers
- Work on strategic internal projects to help build the Customer Success program
- Document all customer interactions in internal systems
- Provide feedback and guidance to leadership on key signals within MongoDB Atlas
- Manage the relationship with Sales Leadership and Account Executives
- Forecast expected churn and growth to senior leadership team
- Help interview, onboard and ramp new team members
- Act as a leader amongst peers, running enablement sessions and product certifications
Requirements:
- 7+ years experience working in Customer Success, Technical Account Management, Professional Services or other similarly customer-centric role
- 4+ years experience being accountable for customer health and revenue realization
- Background and passion for advocating on behalf of customers
- Mind for technology and aptitude for learning
- Ability to act with a high level of autonomy
- Entrepreneurial mindset and team player approach
- Demonstrated continuing technical education
- Prior exposure to database, cloud, and infrastructure technology is a plus
- Fluency in both Hebrew and English