Senior Customer Success Manager

Responsibilities

• Serve as a strategic advisor, guiding customers on MongoDB best practices, technology strategy, technical environments, product features, and spend optimization.
• Guide customers through the MongoDB customer journey and oversee technical success plans from committed ARR through active consumption.
• Identify and mitigate technical risks by designing remediation plans and implementing best practices.
• Resolve high-stakes customer challenges, outages, complaints, and implementation issues while identifying opportunities to expand MongoDB usage.
• Gather customer feedback and communicate roadblocks and product opportunities to Product, Engineering, Professional Services, and Leadership.
• Build and execute account plans to mitigate risk and drive growth across a portfolio of strategic accounts.
• Lead executive business reviews and align C-suite and technical leaders on business objectives and mutual success plans.
• Document customer interactions in Gainsight and Salesforce.
• Report on business performance, forecast churn and growth, and manage relationships with Sales Leadership and Account Executives.
• Contribute to Customer Success program development, enablement, interviewing, onboarding, and peer leadership.

Requirements

• 7+ years of experience in Customer Success, Technical Account Management, Professional Services, or a similar customer-centric role supporting a technical product.
• 4+ years accountable for customer health and revenue realization across a portfolio of Forbes Global 2000 customers.
• Customer advocacy experience and the ability to operate as an extension of the customer’s team.
• Technical aptitude and curiosity, with prior exposure to databases, cloud, and infrastructure technology preferred.
• Ability to work autonomously, make decisions, manage escalations, and navigate ambiguity.
• Entrepreneurial mindset with the ability to build new processes and practices.
• Strong collaboration skills across Sales, Professional Services, Solutions Architects, Tech Services, Product, and Engineering.
• Demonstrated continuing technical education, such as MongoDB DBA training or hyperscaler certifications.
• Fluency in Spanish and English.

Nice-to-haves

• Experience with consumption-based technical products.
• Experience with MongoDB, databases, cloud platforms, or infrastructure technology.
• Experience with Gainsight and Salesforce.

Compensation and Benefits

• MongoDB offers employee affinity groups, fertility assistance, parental leave, and other wellbeing and professional development support.