Customer Success Manager
Trusted advisor managing a portfolio of enterprise accounts to maximize customer lifetime value, retention, and revenue realization for MongoDB's technical platform. Requires 5-7+ years in technical customer-facing roles with accountability for customer health and revenue.
Key Responsibilities
Customer Advisory
- Proactively identify risks and ensure deployment health by advising on best practices and operational strategies
- Deliver optimal solutions to critical customer challenges, accelerating time-to-value and guiding customers to achieve their business goals through their MongoDB deployments
- Conduct comprehensive customer business reviews, analyzing technical health and operational performance while translating insights into value-based outcomes
- Partner with technical and business leaders to align on objectives and champion mutual success plans that foster growth and retention
Account & Portfolio Management
- Own elements of the account plan that drive customer maturity and lifetime value, retention, and revenue realization
- Proactively manage a portfolio of customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success
- Track and report progress against key business outcomes, forecast revenue retention and realization to senior leadership for business predictability
- Identify new opportunities to expand customer impact, collaborating with presales teams to support growth
- Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis
- Leverage AI-driven tools to streamline daily workflows, improve productivity, and optimize customer success outcomes
Internal Collaboration & Customer Advocacy
- Amplify the voice of the customer within MongoDB, leveraging customer insights to inform MongoDB’s product roadmap
- Coordinate across Sales, Product, Services, Support, and Training teams to drive customer health, satisfaction, and value realization
- Connect customers with the right internal resources, including Marketing programs and Executive Sponsor engagement
- Contribute learnings from customer interactions to strengthen team success and maximize customer value
What You Will Bring
- 5 to 7+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product
- 3+ years experience being accountable for customer health and revenue realization for a defined book of business for Enterprise/High Tech customers
- Excellent verbal and written skills with the ability to influence technical and business outcomes
- Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience
Compensation & Benefits
- Base salary range: $81,000–$160,000 USD
- Equity, participation in the employee stock purchase program
- Flexible paid time off, 20 weeks fully-paid gender-neutral parental leave
- Fertility and adoption assistance, 401(k) plan
- Mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings
Startup Customer Success Manager - Americas
Startup Customer Success Manager supporting early-stage customers with onboarding, documentation, webinars, and ongoing support in a pooled (1:many) model. Requires 2+ years of customer-facing experience with complex SaaS products.
Customer Success Manager, Mid-Market
Own and manage a book of mid-market customer relationships at Greenhouse, driving retention and expansion by building AI-powered workflows and translating customer goals into business outcomes.
Senior Customer Success Manager
Senior CSM managing Enterprise (G2000) accounts, driving retention, revenue, and advocacy through strategic customer advisory and cross-functional coordination. Requires 7-10+ years technical customer-facing experience and 4+ years Enterprise revenue accountability.
Partner Success Manager
Partner Success Manager responsible for onboarding 10 new partners weekly, driving adoption, and ensuring long-term partner success in the cybersecurity space. Requires 3+ years in customer success or account coordination.