Senior Customer Success Manager

Role Overview

The Senior Customer Success Manager will thrive in a high-ambiguity environment, operating autonomously while maintaining a customer-centric approach. They will become a main point of contact for MongoDB end-users, leveraging technical and account management skills to build the program.

What You Will Do

The role involves working as a strategic advisor to customers, guiding them through the customer journey, and proactively identifying and mitigating technical risks. The Senior Customer Success Manager will also act as a link between customers and product engineering to develop new innovative solutions.

Why It Might Be a Fit

The ideal candidate will have 7+ years of experience in Customer Success, Technical Account Management, or Professional Services, with a background and passion for advocating on behalf of customers. They will also have a mind for technology and an entrepreneurial mindset.

Requirements

• 7+ years experience working in Customer Success, Technical Account Management, Professional Services or other similarly customer-centric role for a technical product (ideally consumption based)
• 4+ years experience being accountable for customer health and revenue realization for a defined book of business/portfolio of accounts for Forbes Global 2000 customers
• A background and passion for advocating on behalf of your customers – this role should act as an extension of our customers team within MongoDB
• A mind for technology – we’ll teach you about MongoDB and databases, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts
• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes
• An entrepreneurial mindset – you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment
• A team player approach and passion for collaboration – this role will work with some of our most strategic growth customers so must align closely to Sales, Professional Services, Tech Services, and the broader MDB ecosystem
• Demonstrated continuing technical education (e.g., MongoDB DBA track, hyperscaler certifications)
• Prior exposure to database, cloud, and infrastructure technology is a plus