Senior Customer Success Manager
Senior Customer Success Manager advising Enterprise customers on complex MongoDB deployments, driving retention, revenue realization, and advocacy. Requires 7+ years in technical customer-facing roles, Enterprise account ownership, and strong technical and executive communication.
About the job
Responsibilities
Customer Advisory
- Advise Enterprise customers on advanced operational strategies and best practices for technically complex MongoDB deployments.
- Identify and mitigate account risks, accelerate time-to-value, and guide customers toward business goals.
- Conduct business reviews that assess technical health and risk, translating insights into business outcomes.
- Align with senior technical and business leaders on objectives and mutual success plans.
Account and Portfolio Management
- Develop account strategies that improve customer maturity, lifetime value, retention, and revenue realization.
- Manage a portfolio of Enterprise customers across multiple stages of the customer journey.
- Track business outcomes, provide forecast predictions to senior leadership, and identify expansion opportunities with presales teams.
- Maintain accurate customer insights and territory data in internal systems.
- Use AI fluency to improve customer engagement processes and delivery efficiency.
Collaboration and Advocacy
- Represent customer perspectives internally to influence product direction.
- Coordinate with Sales, Product, Services, Support, and executive sponsors to drive customer health and value realization.
- Contribute to regional and global best practices.
- Participate in interviewing and onboarding new hires and coach peers.
Requirements
- 7–10+ years of experience in a technical customer-facing role, such as Technical Customer Success, Solutions Architecture or Engineering, Professional Services, Implementation, or Technical Account Management.
- Experience with deeply technical, ideally consumption-based products.
- 4+ years accountable for customer health and revenue realization for Enterprise customers.
- Excellent verbal and written communication skills, with the ability to influence technical and business outcomes across audiences from developers to C-suite.
- Bachelor's degree in Computer Science, STEM, or equivalent technical work experience.
Compensation
- Base salary: $97,000–$190,000 USD.
- Additional eligible compensation and benefits may include equity, employee stock purchase program, paid time off, parental leave, fertility and adoption assistance, 401(k), mental health counseling, and health benefits.
Skills
MongoDB, Customer Success, Solutions Architecture, Technical Account Management, Account Strategy, Revenue Realization, Forecasting, Enterprise Accounts, AI, AWS, GCP, Microsoft Azure
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