Manager, Customer Success Management

Responsibilities

• Recruit, mentor, coach, retain, and develop Customer Success individual contributors.
• Lead high-touch and tech-touch Customer Success teams.
• Define and use analytical metrics to guide team direction and decision-making.
• Deliver against quarterly and long-term targets.
• Create and execute initiatives to improve customer retention, expansion, satisfaction, and MongoDB product adoption.
• Build and maintain relationships across teams, organizations, and offices.
• Collaborate with Sales, Marketing, Support, Product, and other internal teams.
• Establish and evolve processes in a fast-growing, ambiguous environment.
• Present effectively to diverse internal and external audiences.

Requirements

• Experience hiring, developing, and managing teams of individual contributors.
• Experience with fast-growing teams and data-driven decision-making.
• Technical aptitude and experience learning enterprise infrastructure technologies.
• High organization, prioritization, and time-management skills.
• Ability to navigate ambiguity with perseverance and sound judgment.
• Strong partnership, collaboration, and communication skills.
• Experience collaborating with internal and external partners from diverse cultural and professional backgrounds.
• Bachelor's degree.
• 3–4 years of management experience, preferably in customer success or account management.
• Fluency in Italian and English.

Nice to Have

• Exposure to MongoDB or NoSQL databases.
• Experience or aptitude for learning enterprise infrastructure technologies.

Compensation and Benefits

• Employee affinity groups.
• Fertility assistance.
• Generous parental leave policy.
• Supportive professional development and employee wellbeing programs.