Senior Customer Success Manager

MongoDB•Los Angeles, CA

25d

About The Position

As a Senior Customer Success Manager, you will advise customers on complex MongoDB journeys and maximize customer lifetime value and success across a portfolio of Enterprise (G2000) accounts. You will serve as a strategic connector between customers and cross-functional resources to help achieve high-stakes business goals, driving retention, revenue realization, and long-term advocacy. The role involves building relationships with senior stakeholders, understanding complex technical environments, navigating global account teams, and delivering measurable impact in high-pressure situations. You will also mentor team members and contribute to the organization’s collective impact. MongoDB is a data platform company whose cloud-native MongoDB Atlas platform is available across AWS, Google Cloud, and Microsoft Azure. The company reports having offices worldwide and over 67,000 customers, including approximately 75% of the Fortune 100. MongoDB says it is committed to employee growth and a supportive culture, and offers fertility assistance and a generous parental leave policy. It provides accommodations for applicants with disabilities and is an equal opportunity employer.

Requirements

7 to 10+ years in a technical customer-facing role, such as Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, or Technical Account Management, for a deeply technical product; ideally a consumption-based product.
4+ years of experience being accountable for customer health and revenue realization for Enterprise customers.
Excellent verbal and written communication skills, with the ability to influence technical and business outcomes and solve complex problems for audiences ranging from developers to C-suite stakeholders.
Bachelor’s degree in Computer Science or STEM, or equivalent technical work experience.

Responsibilities

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, accelerate time-to-value, and guide customers toward their business goals through MongoDB deployments.
Conduct comprehensive business reviews for Enterprise accounts, analyze technical health and risk, and translate insights into business-critical outcomes.
Partner with senior technical and business leaders to align objectives and champion mutual success plans.
Drive cross-functional development of account strategy and own elements that advance customer maturity, lifetime value, retention, and revenue realization.
Manage a diverse portfolio of Enterprise customers across stages of the customer journey, developing and executing strategies to maximize value realization, advocacy, and long-term success.
Track and report progress against key business outcomes, provide informed forecasts to senior leadership, and identify opportunities to expand customer impact in collaboration with presales teams.
Maintain accurate internal systems and customer insights to support territory analysis and a single source of truth.
Use AI fluency to improve customer engagement processes and increase efficiency and productivity in delivering technical solutions.
Represent the voice of the customer within MongoDB, using technical insights and customer perspectives to influence the product roadmap.
Coordinate across Sales, Product, Services, and Support to drive long-term customer health and value realization.
Connect customers with appropriate internal resources, including Executive Sponsors, and contribute to regional and global best practices.
Participate in interviewing and ramping new hires, and coach peers to support development and knowledge-sharing.