Customer Success Manager
This role manages a portfolio of enterprise customers in Japan, advising on MongoDB deployments, customer health, adoption, retention, and revenue realization. Candidates should bring 5–7+ years in technical customer-facing roles, 3+ years managing customer outcomes, and a bachelor’s degree or equivalent experience.
About the job
Responsibilities
Customer Advisory
- Proactively identify risks and maintain deployment health by advising on best practices and operational strategies.
- Deliver solutions to critical customer challenges, accelerate time-to-value, and guide customers toward business goals through their MongoDB deployments.
- Conduct comprehensive customer business reviews, analyze technical health and operational performance, and translate insights into value-based outcomes.
- Partner with technical and business leaders to align objectives and champion mutual success plans that support growth and retention.
Account and Portfolio Management
- Own account-plan elements that drive customer maturity, lifetime value, retention, and revenue realization.
- Manage a portfolio of customers across various stages, creating and executing strategies to maximize value realization, advocacy, and long-term success.
- Track and report progress against business outcomes; forecast revenue retention and realization for senior leadership.
- Identify opportunities to expand customer impact and collaborate with presales teams to support growth.
- Maintain accurate customer insights and territory analysis in internal systems.
- Use AI-driven tools to streamline workflows, improve productivity, and optimize customer success outcomes.
Internal Collaboration and Customer Advocacy
- Amplify the customer voice within MongoDB and use customer insights to inform the product roadmap.
- Coordinate with Sales, Product, Services, Support, and Training teams to drive customer health, satisfaction, and value realization.
- Connect customers with internal resources, including Marketing programs and Executive Sponsor engagement.
- Share customer learnings to strengthen team success 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 with a deeply technical product; experience with a consumption-based product is preferred.
- 3+ years of experience owning customer health and revenue realization for an 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.
Work Arrangement
- Hybrid working model for candidates based in or able to commute to Tokyo.
Skills
MongoDB, Mongodb Atlas, AWS, GCP, Microsoft Azure, Customer Success, Solutions Architecture, Technical Account Management, Professional Services, Implementation, Revenue Forecasting, Account Planning, AI Tools, Customer Business Reviews
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