The opportunity
As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead…
What you'll do
Proactively 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, accelerating time-to-value and guiding to achieve their business goals through their MongoDB deployments
Conduct comprehensive customer business reviews for Enterprise accounts,: analyzing technical health and risk while translating insights into business-critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy
Drive cross-functional development of account strategy and take ownership of: elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise 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, demonstrate control: of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales teams
Maintain meticulous hygiene in internal systems to ensure a single source of: truth for customer insights and accurate territory analysis. Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions
Amplify the voice of the customer within MongoDB, leveraging technical: insights and customer perspectives to influence MongoDB’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long-term health and value realization
What they're looking for
- Connect customers with the right internal resources, including Executive: Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization
- Support team growth by participating in the interview and ramping process for: new hires, coaching peers to foster development and knowledge-sharing across the region
- Relevant Experience: 7 to 10+ 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
- Accountability: 4+ years experience being accountable for customer health and revenue realization for Enterprise customers
