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. You’ll drive customer retention, revenue realization, and long‑term advocacy while mentoring team members to elevate the organization’s collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high‑pressure scenarios.
Account & Portfolio Management
- 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.
- 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 and identify new opportunities to expand customer impact by collaborating with presales teams.
- Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis.
Internal Collaboration & Customer Advocacy
- Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap and coordinate across Sales, Product, Services, and Support.
- Connect customers with the right internal resources, including Executive Sponsor engagement, and contribute to regional and global best practices to strengthen team success.
- Support team growth by participating in the interview and ramping process for new hires and by coaching peers to foster development and knowledge‑sharing across the region.
Qualifications
- 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.
Equal Opportunity & Accommodations
MongoDB is an equal opportunities employer. MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
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