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 thrive in ambiguous situations and can operate autonomously, taking full ownership of your customer portfolio. Your passion for technology drives you to learn about MongoDB and databases, enabling you to advocate effectively for your customers. You possess excellent communication skills, allowing you to act as a liaison between customers and internal teams, including Sales and Professional Services. You have an entrepreneurial mindset, ready to tackle challenges and innovate solutions that enhance customer satisfaction. Your ability to make key decisions, such as when to escalate issues to the executive team, showcases your leadership capabilities.

Desirable

A background in technical environments is a plus, as it will help you understand the complexities of our product and customer needs. Experience in building customer programs or initiatives will also be beneficial, as you will be instrumental in shaping our Customer Success strategy.

What you'll do

In this role, you will be the main point of contact for MongoDB end users, ensuring they receive the highest level of service and support. You will leverage your technical knowledge to help customers navigate challenges and maximize their use of MongoDB products. You will collaborate with various teams, including Sales and Solutions Architects, to ensure a seamless customer experience. Your responsibilities will include managing customer escalations, advocating for customer needs within the organization, and driving initiatives that enhance customer engagement and satisfaction. You will also be involved in developing and implementing strategies to improve customer retention and success metrics. Your role will require you to analyze customer feedback and data to identify areas for improvement and to proactively address potential issues before they escalate.

What we offer

MongoDB offers a competitive salary range of $107,000 to $148,000 CAD for this role in Canada, along with a comprehensive benefits package that includes health, dental, and vision coverage. We also provide support for mental health counseling and retirement savings plans with employer matching. Our culture encourages continuous learning and professional development, allowing you to grow your skills and advance your career within the company. You will be part of a dynamic team that values collaboration and innovation, working together to drive success for our customers and the organization.