Senior Customer Success Manager

Responsibilities

• Work as strategic advisor providing guidance on MongoDB best practices and technology strategy, including enablement sessions and product recommendations.
• Collect customer feedback and roadblocks to inform Product, Professional Services, and Leadership.
• Act as link between customers and product engineering to influence roadmap.
• De-escalate and resolve critical issues, balancing customer and MongoDB needs.
• Build and execute account plans to mitigate risk and drive growth.
• Lead in-person executive business reviews with C-suite.
• Work on internal projects to build Customer Success program.
• Document interactions in Gainsight and Salesforce.com.
• Provide feedback on MongoDB Atlas signals for engagement strategies.
• Manage relationships with Sales Leadership and Account Executives.
• Forecast churn and growth.
• Help interview, onboard, and ramp new team members.
• Lead enablement sessions and peer growth.

Requirements

• 7+ years experience in Customer Success, Account Management, Client Services, or similar customer-centric role.
• Passion for advocating for customers.
• Technical aptitude and curiosity for databases and technology.
• High autonomy and ownership of customer portfolio.
• Entrepreneurial mindset to build new processes.
• Strong collaboration and team player.

Nice-to-Haves

• Prior exposure to database, cloud, and infrastructure technology.

Compensation

Base salary range: $87,000 - $172,000 USD. Additional benefits include equity, ESPP, flexible PTO, parental leave, 401(k), and health offerings (U.S. only).