Senior Customer Success Manager

Key Responsibilities

Customer Advisory

• Identify and mitigate risks in technically complex accounts through advanced operational strategies and best practices.
• Deliver cross-disciplinary solutions to critical customer challenges, accelerate time-to-value, and guide customers toward business goals through MongoDB deployments.
• Conduct comprehensive business reviews for Enterprise accounts, analyzing technical health and risk and translating insights into business outcomes.
• Partner with senior technical and business leaders to align objectives and champion mutual success plans.

Account & Portfolio Management

• Develop cross-functional account strategies and own initiatives that drive customer maturity, lifetime value, retention, and revenue realization.
• Manage a diverse portfolio of Enterprise customers across stages of the customer journey.
• Create and execute strategies to maximize value realization, advocacy, and long-term success.
• Track and report progress against business outcomes and provide informed forecasts to senior leadership.
• Identify opportunities to expand customer impact in collaboration with presales teams.
• Maintain accurate customer insights, internal-system hygiene, and territory analysis.
• Leverage AI fluency to improve customer engagement processes, efficiency, and productivity in delivering technical solutions.

Internal Collaboration & Customer Advocacy

• Represent the customer voice within MongoDB and use technical insights to influence the product roadmap.
• Coordinate with Sales, Product, Services, and Support to drive customer health and value realization.
• Connect customers with internal resources, including Executive Sponsors.
• Contribute to regional and global best practices.
• Participate in interviewing and onboarding new hires.
• Coach peers and promote development and knowledge sharing.

Requirements

• 7 to 10+ 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 with a deeply technical, ideally consumption-based, product.
• 4+ years of accountability for customer health and revenue realization for Enterprise customers.
• Excellent verbal and written communication skills.
• Ability to influence technical and business outcomes and solve complex problems for audiences ranging from developers to C-suite.
• Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

Benefits

• Supportive and enriching culture.
• Employee affinity groups.
• Fertility assistance.
• Generous parental leave policy.