Senior Customer Success Manager - FSI

Responsibilities

Customer Advisory

• Advise Enterprise customers on advanced operational strategies and best practices for technically complex MongoDB deployments.
• Identify and mitigate account risks, deliver cross-disciplinary solutions, accelerate time-to-value, and guide customers toward business outcomes.
• Conduct comprehensive business reviews, assess technical health and risk, and translate insights into business-critical outcomes.
• Partner with senior technical and business leaders to align objectives and execute mutual success plans.

Account and Portfolio Management

• Develop account strategies that improve customer maturity, lifetime value, retention, revenue realization, advocacy, and long-term success.
• Manage a diverse portfolio of Enterprise customers across multiple stages of the customer journey.
• Track business outcomes, forecast progress for senior leadership, and identify opportunities to expand customer impact with presales teams.
• Maintain accurate customer insights and territory data in internal systems.
• Use AI fluency to improve customer engagement processes and delivery efficiency.

Internal Collaboration and Advocacy

• Represent customer needs internally and use technical insights to influence product direction.
• Coordinate with Sales, Product, Services, Support, and executive sponsors to drive customer health and value realization.
• Contribute to regional and global best practices.
• Participate in interviewing and onboarding new hires and coach peers.

Requirements

• 7–10+ 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 accountable for customer health and revenue realization for Enterprise customers.
• Excellent verbal and written communication skills, with the ability to influence technical and business outcomes across audiences from developers to C-suite.
• Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

Compensation

• Base salary: $87,000–$172,000 USD.
• Additional compensation and benefits may include equity, employee stock purchase program, paid time off, parental leave, fertility and adoption assistance, 401(k), mental health counseling, and health benefits.