Senior Customer Success Manager
Manages a portfolio of Enterprise and High Tech customers in Hong Kong, advising on MongoDB deployments, customer health, retention, revenue realization, and expansion. Requires 5–7+ years in a technical customer-facing role and experience managing customer outcomes for a defined book of business.
About the job
Responsibilities
Customer Advisory
- Advise customers on deployment health, best practices, and operational strategies.
- Resolve critical customer challenges, accelerate time-to-value, and guide customers toward business goals through MongoDB deployments.
- Conduct customer business reviews by analyzing technical health and operational performance and translating insights into value-based outcomes.
- Partner with technical and business leaders to align objectives and create mutual success plans that support growth and retention.
Account and Portfolio Management
- Manage a portfolio of Enterprise and High Tech customers across different stages of the customer journey.
- Own account-plan activities that improve customer maturity, lifetime value, retention, and revenue realization.
- Track business outcomes, forecast revenue retention and realization, and report progress to senior leadership.
- Identify expansion opportunities and collaborate with presales teams to support growth.
- Maintain accurate customer information and territory analysis in internal systems.
- Use AI-driven tools to improve workflow productivity and customer success outcomes.
Internal Collaboration and Customer Advocacy
- Represent customer needs internally and use customer insights to inform the product roadmap.
- Coordinate with Sales, Product, Services, Support, Training, Marketing, and Executive Sponsors to improve customer health, satisfaction, and value realization.
- Share customer learnings to strengthen team performance and maximize customer value.
Requirements
- 5–7+ years of experience in a technical, customer-facing role such as Technical Customer Success, Solutions Architecture or Engineering, Professional Services or Implementation, or Technical Account Management.
- Experience supporting a deeply technical, ideally consumption-based, product.
- 3+ years accountable for customer health and revenue realization across a defined Enterprise or High Tech book of business.
- Excellent verbal and written communication skills, with the ability to influence technical and business outcomes.
- Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.
Skills
Customer Success, Solutions Architecture, Technical Account Management, Professional Services, Account Management, Revenue Retention, Revenue Forecasting, MongoDB, AI Tools
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