Description
The database market is projected to reach $121B+ by 2025, and MongoDB is at the forefront of its disruption. We're seeking an experienced and results-oriented Senior Manager, Customer Success to lead our Customer Success program in New York City.
As a Senior Manager, Customer Success, you will play a key role in the growth and success of MongoDB, our customers, and CS team members. You will recruit and provide coaching, mentoring, and development to enable both our high-touch and tech-touch Customer Success teams to positively impact customers, develop skills, and grow their careers.
Key Responsibilities:
- People leadership: Recruit, mentor, and develop individuals on the CSM team
- Execution: Define and lead a set of analytical metrics to guide the direction of the team; deliver against quarterly and long-term targets
- Build programs: Craft and execute initiatives to grow customer retention, expansion, satisfaction, and product adoption
- Executive presence and communication: Build and maintain relationships across MongoDB teams, organizations, and offices
Success Measures:
- In the first 3 months, you'll have ramped on our key CS processes and program, completed our week-long training bootcamp, and started interviewing for new team members
- In 6 months, have hired your team to at least 90% capacity, and be actively mentoring and guiding the team through quarterly and monthly team goals and initiatives
- In 12 months, you'll have accomplished and are 100% on track for your team's hiring plan, coach your individual contributors efficiently, and are on track to achieving and exceeding your team goals for retention, expansion, and customer satisfaction
Requirements:
- Passion for and experience in hiring, developing, and managing a team of individual contributors
- Proven track record and experience with fast-growing teams, using data to drive initiatives and guide decision-making processes
- A mind for technology; experience or aptitude for learning enterprise infrastructure technologies; exposure to MongoDB or NoSQL databases is a plus
- High organization in your workflows; specialist in prioritization and time management
- Ability to deal with ambiguity and navigate through it with perseverance, a positive mentality, and a point of view
- Strong desire to embrace partnership and collaboration; experience working and collaborating with internal and external partners with diverse cultural and professional backgrounds
- Adaptive mentality; love an ever-changing environment where you are constantly improving yourself, the team, and your processes
- Outstanding verbal and written communication skills with the ability to present to a diverse audience both internally and externally
- Bachelor's degree combined with 3-4 years of management experience, preferably in a customer success or account management capacity