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 anywhere—on the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.
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.
This role can be based hybrid out of our Salt Lake City, Los Angeles, Denver, or Austin office.
Our ideal candidate will have:
- 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 - this role should act as an extension of our customers team within MongoDB
- A mind for technology - we’ll teach you about MongoDB and databases, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts
- The ability to act with a high level of autonomy; you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes, including deciding when to include our executive team or c-suite in customer escalations
- An entrepreneurial mindset - you will be required to both deviate from established procedures and often build entirely new processes or practices to ensure we best serve this customer segment
- Team player and passion for collaboration - this role will work with some of our most strategic growth customers, so must align closely to Sales, Professional Services, Tech Services, and the broader MDB ecosystem
- Prior exposure to database, cloud, and infrastructure technology is a plus
On a given day in this role you will:
- 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
- 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
- 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
To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!
MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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