Strategic Customer Success Manager

Responsibilities

Customer Advisory

• Advise strategic accounts on technical goals, success metrics, architectural strategies, and MongoDB roadmaps.
• Identify and mitigate consumption risks while accelerating time to value and achievement of business goals.
• Conduct comprehensive business reviews, analyze technical health and operational performance, and translate insights into strategic outcomes.
• Partner with C-suite and technical leaders to align objectives and joint roadmaps.

Account and Portfolio Management

• Develop comprehensive account programs, including deliverables and resource allocations, to drive customer maturity and revenue realization.
• Manage a portfolio of strategic G2000 accounts and execute strategies for value realization, executive advocacy, and long-term success.
• Track strategic outcomes, forecast high-value portfolios, and identify data patterns supporting growth and presales expansion.
• Maintain accurate customer insights and territory analysis in internal systems.
• Use AI-driven innovation to scale best practices, transform consumption patterns, and create technical solutions.

Internal Collaboration and Customer Advocacy

• Represent the customer internally and influence product roadmap decisions based on complex customer environments and use cases.
• Coordinate internal resources, marketing programs, and executive sponsor alignment.
• Lead collaborative learning sessions and orchestrate cross-functional initiatives such as global migrations and modernization programs.

Requirements

• 9–12+ years in a technical customer-facing role, such as technical customer success, solutions architecture or engineering, professional services or implementation, or technical account management.
• 6+ years accountable for customer health and revenue realization across a defined book of strategic G2000 business.
• Proven ability to influence technical and business outcomes at the C-suite level without direct authority.
• Excellent verbal and written communication skills.
• Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

Compensation and Benefits

• U.S. base salary: $115,000–$226,000 USD.
• Benefits for eligible employees may include equity, employee stock purchase plan participation, flexible paid time off, paid parental leave, fertility and adoption assistance, 401(k), mental health counseling, transgender-inclusive health insurance, and health benefits offerings.