Customer Success Manager

MongoDB•Boston, MA

12d•Hybrid

About The Position

Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps MongoDB at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment. The Role As a Customer Success Manager, you are the trusted advisor helping customers navigate their journey on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of accounts, acting as a strategic connector between your customers and the right resources at the right time to achieve their unique business goals. You’ll drive customer retention, revenue realization, and advocacy. You’ll build deep relationships, understand customer needs inside and out, and seamlessly navigate account team and internal resources to deliver real, measurable impact where your customers need it most. We're looking to speak with candidates based in Boston for our hybrid working model.

Requirements

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

Responsibilities

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
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, and 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
Amplify the voice of the customer within MongoDB, leveraging customer insights to inform MongoDB’s product roadmap and 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, while contributing learnings from customer interactions to strengthen team success and maximize customer value