Description
We are looking for a Senior Customer Success Manager to join our team in Dublin or London. As a Senior Customer Success Manager, you will be responsible for working with our most strategic growth customers, providing guidance on MongoDB best practices and their overall technology strategy. You will act as a main point of contact for MongoDB end-users, leveraging your technical and account management skills to drive effective customer outcomes.
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 a 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
- Fluent level of English and ideally another European language