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 with 4+ years Enterprise accountability.
Key Responsibilities
Customer Advisory
- Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices
- Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding customers to achieve business goals through MongoDB deployments
- Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes
- Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy
Account & Portfolio Management
- Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization
- Proactively manage a diverse portfolio of Enterprise 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, demonstrate control of the forecast by providing informed predictions to senior leadership
- Identify new opportunities to expand customer impact by collaborating with presales team
- Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis
- Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions
Internal Collaboration & Customer Advocacy
- Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB's product roadmap
- Coordinate across Sales, Product, Services, and Support to drive long-term health and value realization
- Connect customers with the right internal resources, including Executive Sponsor engagement
- Contribute to regional and global best practices to strengthen team success
- Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region
What You Will Bring
- 7 to 10+ 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
- 4+ years experience being accountable for customer health and revenue realization for Enterprise customers
- Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite
- Bachelor's degree in Computer Science, STEM, or equivalent technical work experience
Compensation & Benefits
- Base salary range: $87,000—$172,000 USD
- Equity participation
- 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
- Health benefits offerings
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