Senior Customer Success Manager

MongoDB • San Francisco, CA

302d • $87,000 - $172,000

About The Position

Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program. In this role you will also become a main point of contact for MongoDB end users by leveraging your technical and account management skills as well as acting as the account team leader across Sales, Professional Services, Solutions Architects, etc.

Requirements

• 7+ years experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role.
• A background and passion for advocating on behalf of your customers.
• A mind for technology with an aptitude and curiosity to learn about MongoDB and databases.
• The ability to act with a high level of autonomy and take full ownership of your customer portfolio.
• An entrepreneurial mindset to build new processes or practices.
• Team player with a passion for collaboration.
• Prior exposure to database, cloud, and infrastructure technology is a plus.

Responsibilities

• Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy.
• Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership.
• Act as the link between our customers and product engineering to develop new innovative solutions.
• De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB.
• Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio.
• Lead in-person executive business reviews for strategic customers in your portfolio.
• Work on strategic internal projects to help build the Customer Success program.
• Document all customer interactions in internal systems, including Gainsight and Salesforce.com.
• Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts.
• Manage the relationship with Sales Leadership and Account Executives in your territory.
• Forecast expected churn and growth to your senior leadership team.
• Help interview, onboard and ramp new team members.
• Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings.

Benefits

• Equity participation in the 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior