Senior Customer Success Manager

Who you are

You have over 7 years of experience in Customer Success, Account Management, or Client Services, demonstrating a strong customer-centric approach. You are passionate about advocating for your customers and act as an extension of their team within MongoDB. Your background includes a solid understanding of technology, and you possess the aptitude and curiosity to learn about MongoDB and databases. You thrive in ambiguous situations and can operate autonomously while taking full ownership of your customer portfolio. Your entrepreneurial mindset allows you to make key decisions that drive effective customer outcomes, including when to escalate issues to the executive team.

Desirable

You have a proven track record of building strong relationships with clients and understanding their needs deeply. Your ability to navigate complex situations and de-risk customer issues is essential. You are comfortable collaborating with various internal teams, including Sales and Professional Services, to ensure customer satisfaction and success. You are eager to learn and grow within the role, continuously seeking ways to improve the customer experience.

What you'll do

In this role, you will become the main point of contact for MongoDB end users, leveraging your technical and account management skills to foster strong relationships. You will be responsible for managing a portfolio of customers, ensuring they receive the support and resources needed to succeed with MongoDB's products. You will advocate for your customers within the organization, working closely with Sales, Professional Services, and Solutions Architects to address their needs and challenges. Your role will involve making strategic decisions to enhance customer satisfaction and drive engagement.

You will also be expected to identify opportunities for upselling and cross-selling MongoDB's services, contributing to the overall growth of the company. Your ability to analyze customer feedback and data will help inform product improvements and service offerings. You will participate in regular meetings with internal teams to discuss customer progress and share insights that can lead to better outcomes.

What we offer

MongoDB provides a flexible work environment, allowing you to work from our New York City office or remotely. We offer a competitive salary range of $87,000 to $172,000 USD, along with comprehensive benefits that include parental leave, fertility and adoption assistance, a 401(k) plan, and mental health counseling. Our culture emphasizes inclusivity and support, ensuring that all employees feel valued and empowered to succeed. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse teams build better products.