(Senior) Customer Success Manager

Who you are

You have over 5 years of experience in Customer Success, Account Management, or similar customer-facing roles, particularly with technology infrastructure and cloud-based products. Your strong customer-centric mindset allows you to advocate for clients effectively, ensuring their needs are met while driving business impact. You possess a solid technical understanding of modern data and cloud technologies, enabling you to communicate effectively with both customers and internal technical teams. Your ability to navigate ambiguous situations with autonomy and decisiveness is key to your success in this role. You are passionate about continuous learning and have a curiosity for technology, particularly in areas related to computing, cloud, and databases. Your educational background in computer science or engineering, or equivalent practical experience, equips you with the necessary skills to bridge the gap between technical and business discussions. You are comfortable making critical decisions regarding customer portfolios and can effectively escalate issues to C-level executives when necessary.

Desirable

Experience with technical support, implementation, and delivery in a SaaS or infrastructure company is a plus. Familiarity with MongoDB and its products will help you hit the ground running, but you are eager to learn and adapt quickly. Your ability to foster collaboration among various stakeholders, including Sales and Professional Services, will enhance customer outcomes and satisfaction.

What you'll do

As a Senior Customer Success Manager at MongoDB, you will serve as the primary point of contact for our end users, leveraging your technical expertise and account management experience to foster strong relationships. You will lead initiatives to ensure customer satisfaction and success, guiding clients through their journey with MongoDB products. Your role will involve coordinating with internal stakeholders, including Sales and Solutions Architects, to align customer needs with our offerings. You will be responsible for developing strategies that drive customer engagement and retention, ensuring that clients derive maximum value from our solutions. You will also play a crucial role in identifying upsell opportunities and advocating for customer needs within the organization. Your ability to analyze customer feedback and performance metrics will inform your approach to enhancing customer experiences and outcomes. You will be expected to manage your customer portfolio with a high degree of ownership, making key decisions that impact customer success and satisfaction.

What we offer

At MongoDB, we provide a supportive environment that encourages professional growth and development. You will have access to resources and training that will enhance your skills and knowledge in customer success and technical solutions. We value diversity and inclusion, and we are committed to creating a workplace where everyone can thrive. Our hybrid work policy allows for flexibility in how you work, whether in our Seoul office or remotely. Join us in making a significant impact on the world through innovative database solutions.