# Senior Customer Success Manager

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Melbourne, Australia
**Role:** Customer Success
**Experience:** 7+ years
**Skills:** MongoDB, Mongodb Atlas, AWS, GCP, Microsoft Azure, Artificial Intelligence, Customer Success, Solutions Architecture, Technical Account Management, Professional Services, Enterprise Accounts, Revenue Forecasting
**Posted:** 2026-08-17

> Senior Customer Success Manager advising enterprise customers on complex MongoDB deployments, driving retention, revenue realization, advocacy, and strategic business outcomes. Requires 7–10+ years in a technical customer-facing role, enterprise account accountability, and strong communication skills.

## Job Description

## 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.

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