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Job Description
Customer Success Manager
Empower innovators to create, transform, and disrupt industries by unleashing the power of software and data.
As a Customer Success Manager at MongoDB, you will be responsible for driving customer success and growth across a portfolio of strategic customers.
Key Responsibilities:
- Work as a strategic advisor to customers, providing guidance on MongoDB best practices and overall technology strategy
- Collect feedback and identify roadblocks from customers to inform internal teams, including Product, Professional Services, and Leadership
- 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 across your portfolio
- Lead in-person executive business reviews for strategic customers in your portfolio
- 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 in your territory
- Forecast expected churn and growth to your senior leadership team
- Help interview, onboard, and ramp new team members
- Act as a leader amongst your peers, running enablement sessions and product certifications
Requirements:
- 9+ years of experience working in a Customer Success, Account Management, Client Services, or other similarly customer-centric role
- 6+ years of experience working within or supporting large enterprises
- A background and passion for advocating on behalf of customers
- A mind for technology and a willingness to learn about MongoDB and databases
- The ability to act with a high level of autonomy and take ownership of your customer portfolio
- Demonstrated experience building relationships and delivering value to technical decision makers, economic buyers, and executives
- An entrepreneurial mindset and a passion for collaboration
- Technical product experience or education, software development experience preferred, certifications preferred
- Proven experience contributing to global CS programs
- Bachelor's degree, technical degree preferred, MS preferred