Customer Success Manager

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