Customer Success Manager

Responsibilities

Customer Advisory

• Advise customers on deployment health, best practices, and operational strategies.
• Resolve critical customer challenges, accelerate time-to-value, and guide customers toward business goals through MongoDB deployments.
• Conduct customer business reviews, analyze technical health and operational performance, and translate insights into value-based outcomes.
• Align technical and business leaders on objectives and mutual success plans that support growth and retention.

Account and Portfolio Management

• Manage account-plan elements that drive customer maturity, lifetime value, retention, and revenue realization.
• Proactively manage a portfolio across customer journey stages, developing strategies for value realization, advocacy, and long-term success.
• Track business outcomes, forecast revenue retention and realization, and identify opportunities to expand customer impact.
• Collaborate with presales teams to support growth.
• Maintain accurate customer data and territory analysis in internal systems.
• Use AI-driven tools to improve workflow productivity and customer success outcomes.

Internal Collaboration and Customer Advocacy

• Represent the customer voice internally and use customer insights to inform the product roadmap.
• Coordinate with Sales, Product, Services, Support, Training, and Marketing teams to improve customer health, satisfaction, and value realization.
• Connect customers with appropriate internal resources and Executive Sponsor engagement.

Requirements

• 5–7+ years of experience in a technical, customer-facing role such as Technical Customer Success, Solutions Architecture or Engineering, Professional Services or Implementation, or Technical Account Management.
• Experience with a deeply technical, ideally consumption-based, product.
• 3+ years accountable for customer health and revenue realization across an Enterprise or High Tech book of business.
• Excellent verbal and written communication skills, with the ability to influence technical and business outcomes.
• Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

Compensation and Benefits

• Base salary range for U.S.-based candidates: $81,000–$160,000 USD.
• Eligible benefits may include equity, employee stock purchase program, flexible paid time off, 20 weeks of fully paid gender-neutral parental leave, fertility and adoption assistance, 401(k), mental health counseling, transgender-inclusive health insurance, and health benefits offerings.