MongoDB and Customer Success

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere, on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, leading organizations like Samsung and Toyota, and AI innovators such as Delivery Hero and LG U+, trust MongoDB to build next-generation, AI-powered applications.

Customer Success Manager

The Role

As a Customer Success Manager, you are the trusted advisor helping customers navigate their journey on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of accounts, acting as a strategic connector between your customers and the right resources at the right time to achieve their unique business goals. You’ll drive customer retention, revenue realization, and advocacy. You’ll build deep relationships, understand customer needs inside and out, and seamlessly navigate account team and internal resources to deliver real, measurable impact where your customers need it most. We are looking to speak to candidates who are based in Austin or San Francisco for our hybrid working model.

Key Responsibilities

Customer Advisory

Proactively identify risks and ensure deployment health by advising on best practices and operational strategies. Deliver optimal 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, analyzing technical health and operational performance while translating insights into value-based outcomes. Partner with technical and business leaders to align on objectives and champion mutual success plans that foster growth and retention.

Account & Portfolio Management

Own elements of the account plan that drive customer maturity and lifetime value, retention, and revenue realization. Proactively manage a portfolio of 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... forecast revenue retention... identify new opportunities... collaborate with presales teams...
Maintain meticulous hygiene in internal systems... Leverage AI-driven tools...

Internal Collaboration & Customer Advocacy

Amplify voice of customer within MongoDB... inform product roadmap... coordinate across Sales/Product/Services/Support/Training teams...
Connect customers with right internal resources including Marketing programs & Executive Sponsor engagement...

What You Will Bring

Relevant Experience: 5 to 7+ years in technical customer-facing role (Technical Customer Success/Solutions Architecture/Engineering/Professional Services/Implementation/Technical Account Management) for deeply technical product ideally consumption-based.
Accountability: 3+ years accountable for customer health & revenue realization for defined book of business Enterprise/High Tech customers.
Communication: Excellent verbal & written skills with ability to influence technical & business outcomes.
Education: Bachelor’s degree in Computer Science STEM or equivalent technical work experience.

About MongoDB

MongoDB built for change empowering customers & people innovate at speed market... redefined database for AI era enabling innovators create transform disrupt industries software... unified database platform—most widely available globally distributed database on market—helps organizations modernize legacy workloads embrace innovation unleash AI... cloud-native platform MongoDB Atlas only globally distributed multi-cloud database available across AWS Google Cloud Microsoft Azure.