About MongoDB
MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure.
Our Customer Success team is the linchpin of the post-sales customer relationship. We are looking to speak to candidates who are based in Boston for our hybrid working model.
The Role
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, and identify new opportunities to expand customer impact.
- Maintain meticulous hygiene in internal systems and leverage AI fluency to enhance customer engagement processes.
Internal Collaboration & Customer Advocacy
- Amplify the voice of the customer within MongoDB to influence the product roadmap.
- Connect customers with the right internal resources and contribute to regional and global best practices.
- Support team growth by participating in the interview and ramping process for new hires.
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 across varying audience types from Developers to C-suite.
- Education: Bachelor's degree in Computer Science, STEM, or equivalent technical work experience.
Benefits and Compensation
MongoDB is committed to developing a supportive and enriching culture. Benefits include equity, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, and health benefits.
Base salary range for this role in the U.S.: $87,000 - $172,000 USD.
Req. ID: 426274
MongoDB is an equal opportunity employer.