Customer Success Manager

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 Customer Success Manager you are the trusted advisor helping customers navigate their journey on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of accounts acting as a strategic connector between your customers and the right resources at the right time to achieve their unique business goals. You’ll drive customer retention revenue realization and advocacy. You’ll build deep relationships understand customer needs inside and out and seamlessly navigate account team and internal resources to deliver real measurable impact where your customers need it most.

We're looking to speak with candidates based in Boston for our hybrid working model.

Customer Advisory

• Proactively identify risks and ensure deployment health by advising on best practices and operational strategies. Deliver optimal solutions to critical customer challenges accelerating time-to-value and guiding customers to achieve their business goals through their MongoDB deployments
• Conduct comprehensive customer business reviews analyzing technical health and operational performance while translating insights into value-based outcomes. Partner with technical and business leaders to align on objectives and champion mutual success plans that foster growth and retention

Account & Portfolio Management

• Own elements of the account plan that drive customer maturity and lifetime value retention and revenue realization. Proactively manage a portfolio of customers across various stages of the journey creating and executing strategies to maximize value realization advocacy and long-term success
• Track and report progress against key business outcomes forecast revenue retention and realization to senior leadership for business predictability and identify new opportunities to expand customer impact collaborating with presales teams to support growth
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI-driven tools to streamline daily workflows improve productivity and optimize customer success outcomes

Internal Collaboration & Customer Advocacy

• Amplify the voice of the customer within MongoDB leveraging customer insights to inform MongoDB’s product roadmap and coordinate across Sales Product Services Support and Training teams to drive customer health satisfaction and value realization
• Connect customers with the right internal resources including Marketing programs and Executive Sponsor engagement while contributing learnings from customer interactions to strengthen team success and maximize customer value

• Relevant Experience: 5 to 7+ 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: 3+ years experience being accountable for customer health and revenue realization for a defined book of business for Enterprise/High Tech customers
• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes
• Education: Bachelor’s degree in Computer Science STEM or equivalent technical work experience

MongoDB is built for change empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era enabling builders to create transform and disrupt industries with software. MongoDB’s unified data platform the most widely available globally distributed data platform on the market helps organizations modernize legacy workloads embrace innovation and unleash AI. Our cloud-native platform MongoDB Atlas is the only globally distributed multi-cloud data platform and is available across AWS Google Cloud and Microsoft Azure.

With offices worldwide and over 67000 customers including 75% of the Fortune 100 and AI-native startups relying on MongoDB for their most important applications we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment guiding how and why we make decisions show up for each other and win. It’s what makes us MongoDB. 

To drive the personal growth and business impact of our employees we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups to fertility assistance and a generous parental leave policy we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB and help us make an impact on the world!

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.

MongoDB Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

Req ID: 426310

What We Do

The database market is big. How big? Well according to IDC it’ll reach $153 billion by 2027. And MongoDB is at the forefront of that innovation with thousands of customers across the globe. We empower developers and businesses to build and deploy the applications they want wherever they want.

Why Work With Us

We are ambitious. We are passionate about creativity. And we believe the best paths are the ones we have yet to forge.

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