Customer Success Manager II
Serve as primary point of contact for assigned SaaS customers, driving retention, expansion, and renewals while building success plans and gathering product feedback.
Customer Success Manager
Strategic Customer Success Manager serving as primary contact for MongoDB users, driving account growth, resolving issues, and collaborating cross-functionally. Requires 5+ years customer-centric experience, technical aptitude, and high autonomy.
71k – 139kAustin, TXSan Francisco, CACustomer SuccessHybrid5+ YOE
About the role
Responsibilities
- Work as a strategic advisor providing guidance on MongoDB best practices and technology strategy, including enablement sessions and product recommendations.
- Collect customer feedback and roadblocks to inform Product, Professional Services, and Leadership.
- Act as the link between customers and product engineering to influence the roadmap.
- De-escalate and resolve critical customer issues.
- Build and execute account plans to mitigate risk and drive growth.
- Lead in-person executive business reviews with C-suite.
- Work on strategic internal projects to build the Customer Success program.
- Document interactions in Gainsight and Salesforce.com.
- Provide feedback on MongoDB Atlas signals for engagement strategies.
- Manage relationships with Sales Leadership and Account Executives.
- Forecast churn and growth.
- Help interview, onboard, and ramp new team members.
- Lead enablement sessions and peer growth.
Requirements
- 5+ years in Customer Success, Account Management, Client Services, or similar customer-centric role.
- Passion for advocating for customers.
- Technical aptitude and curiosity for databases and technology.
- High autonomy and ownership of customer portfolio.
- Entrepreneurial mindset to build new processes.
- Strong collaboration skills.
Nice-to-Haves
- Prior exposure to database, cloud, and infrastructure technology.
- Bilingual Spanish or Portuguese.
Skills
MongoDBGainsightSalesforceMongodb AtlasDatabasesCloudCustomer SuccessAccount Management
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