Principal Customer Success Manager

MongoDB • Chicago, IL

90d • $113,000 - $222,000

About The Position

The Client Success Partner will be responsible for building and delivering on programs that help drive the adoption, developer fluency, and ease of use of MongoDB, measured by the growth in MongoDB apps built by the customers, the increased adoption of MongoDB products and features like vector search, and the retention of the customer's MongoDB install base. While doing so, this role will direct multiple, post-sale delivery resources dedicated to servicing our strategic customer including but not limited to (Technical Account Managers [TAM], Named Technical Support Engineers [NTSE], Resident Consulting Engineers [RCE]), Project Managers. In addition to this cross-functional oversight, this role will also be responsible for the direct leadership of the other Customer Success team members (CSMs) aligned to the account. This role will serve as the primary post-sale point of contact between our organization and the customer and will require strong executive relationship skills internally and externally. This includes ensuring alignment of customer program-based objectives, timely delivery of technological solutions, and overall customer satisfaction. The successful candidate will possess strong leadership, executive communication skills, and high organizational skills in their workflows, operating in a very structured manner to ensure all aspects of the relationship are meticulously managed. They will have a proven track record of successfully managing complex projects, programs and customer relationships. Additionally, they will demonstrate the ability to provide forward-looking insights, anticipate future needs, and drive continuous improvement to enhance the customer experience.

Requirements

• Bachelor's degree in Business Administration, Engineering, Computer Science, or related field; Master's degree preferred
• 1-2 years of management experience, preferably in a customer success or account management capacity
• 12+ years relevant experience in CS, AM, Client Services, or similar customer-facing roles
• 9+ years of experience in managing enterprise customers with a multi million TCV with complex technology landscape
• Proven track record of delivering high net retention and growing accounts
• High organizational skills in workflows, operating in a very structured manner
• Proven ability to provide a forward-looking view, anticipating future customer needs
• Customer-focused mindset with a commitment to delivering exceptional service
• Ability to navigate and mitigate risks effectively
• Demonstrated experience building relationships and delivering value to technical decision makers
• Proven experience contributing to global CS programs
• Prior exposure to database, cloud and infrastructure technology is a plus
• Strong leadership and communication skills

Responsibilities

• Recruit, mentor, develop and directly lead individuals on the CSM team assigned to the account
• Develop and implement comprehensive programs outlining key deliverables, milestones, and resource allocations across MongoDB and the customer teams
• Gather customer priorities and align resources to execute against customer initiatives
• Act as the primary post-sale point of contact between the organization and the customer
• Proactively identify risks at the account level and develop mitigation strategies
• Develop the account strategy in partnership with the Regional Director and Strategic Account Executive
• Increase the executive relationships established within the account and conduct Executive Business Reviews
• Serve as an internal point of escalation to delegate and distribute tasks
• Cultivate and maintain trusted relationships with customer stakeholders
• Effectively communicate project updates, milestones, and risks to both internal and external stakeholders
• Serve as the escalation point for critical project issues
• Provide regular updates and reports to high-level executives
• Provide strategic guidance and forward-looking insights to both internal and external stakeholders
• Monitor the performance of the engagement against agreed metrics
• Conduct regular engagement and business reviews with the C-level customer stakeholders
• Champion a culture of excellence and accountability within the project team

Benefits

• New hire stock equity (RSUs) and employee stock purchase plan
• Generous and competitive benefits (parental leave, fertility & wellbeing support)
• Friendly and inclusive workplace culture
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree