Description
Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps MongoDB at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment.
As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross-functional resources to achieve high-stakes business goals.
Key Responsibilities
Customer Advisory
- Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices.
- Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes.
Account & Portfolio Management
- Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization.
- Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability.
Internal Collaboration & Customer Advocacy
- Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap.
- Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices.
What You Will Bring
- 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
- Professional fluency in both French and English is required, with the ability to communicate effectively with customers and internal stakeholders in both languages.
Benefits
MongoDB offers a range of benefits, including:
- Equity
- Participation in the employee stock purchase program
- Flexible paid time off
- 20 weeks fully-paid gender-neutral parental leave
- Fertility and adoption assistance
- Registered Retirement Savings Plan (RRSP) with employer match
- Mental health counseling
- Backup child and elder care
- Health, dental, and vision benefits offerings