Senior Customer Success Manager

MongoDB•Los Angeles, CA

17h•$97,000 - $190,000

About The Position

As a Senior Customer Success Manager, you will serve as an experienced advisor to Enterprise (G2000) customers, helping them navigate complex journeys on MongoDB. You will maximize customer lifetime value and success by connecting customers with cross-functional resources and helping them achieve high-stakes business goals. The role focuses on customer retention, revenue realization, and long-term advocacy, while building relationships with senior stakeholders, understanding complex technical environments, and coordinating global account teams to deliver measurable impact. You will also mentor team members and contribute to the organization’s collective effectiveness. You will advise customers on advanced operational strategies and best practices, lead business reviews, and collaborate with senior technical and business leaders on objectives and mutual success plans. You will manage a portfolio of Enterprise accounts, develop account strategies, track business outcomes and forecasts, identify opportunities to expand customer impact, and maintain accurate customer information in internal systems. You will also represent customer perspectives internally, coordinate resources across teams, and support hiring, onboarding, and peer development.

Requirements

7 to 10+ years of experience in a technical customer-facing role, such as Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, or Technical Account Management, supporting a deeply technical product; consumption-based product experience is ideally preferred.
At least 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 the C-suite.
Bachelor’s degree in Computer Science or STEM, or equivalent technical work experience.

Nice To Haves

Experience supporting a consumption-based product.

Responsibilities

Identify and mitigate risks in technically complex accounts by advising on operational strategies and best practices.
Deliver cross-disciplinary solutions to critical customer challenges, accelerate time-to-value, and guide customers toward business goals through their MongoDB deployments.
Conduct comprehensive business reviews for Enterprise accounts, analyzing technical health and risk and translating insights into business outcomes.
Partner with senior technical and business leaders to align objectives and champion mutual success plans.
Drive cross-functional account strategy and take ownership of activities that advance customer maturity, lifetime value, retention, and revenue realization.
Manage a portfolio of Enterprise customers across different stages of their journey, creating and executing strategies to maximize value realization, advocacy, and long-term success.
Track and report progress against business outcomes and provide informed forecasts to senior leadership.
Identify opportunities to expand customer impact in collaboration with presales teams.
Maintain accurate internal systems and territory analysis, ensuring a reliable source of customer insights.
Use AI fluency to improve customer engagement processes, 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 advance customer health and value realization.
Connect customers with appropriate internal resources, including Executive Sponsor engagement.
Contribute to regional and global best practices and strengthen team success.
Participate in interviewing and ramping new hires, and coach peers to encourage development and knowledge-sharing.