# Customer Success Manager

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Tokyo, Japan
**Role:** Customer Success
**Experience:** 5+ years
**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
**Posted:** 2026-08-12

> 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.

## Job Description

## 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.

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