Senior Customer Success Manager

MongoDB is a next-generation database company that helps businesses transform their industries by harnessing the power of data. The company’s unified data platform, MongoDB Atlas, is available across AWS, Google Cloud, and Microsoft Azure, and serves over 67,000 customers, including 75% of the Fortune 100.

As a Senior Customer Success Manager, you will act as a strategic advisor for a portfolio of Enterprise (G2000) accounts, driving customer retention, revenue realization, and long-term advocacy. You will build deep relationships with senior stakeholders, navigate complex technical environments, and mentor team members to elevate the organization's collective impact.

• 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 customers 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.
• 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, 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.
• Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices.
• Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing.

• 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.
• 4+ years experience being accountable for customer health and revenue realization for Enterprise customers.
• Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite.
• Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

Base salary range for this role in the U.S. is $97,000—$190,000 USD. Other benefits for eligible employees may include: 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, and health benefits offerings.

Apply via the MongoDB careers page using the provided link.