Senior Customer Success Manager

MongoDB is a company that empowers innovators to create and transform industries through software and data. The Senior Customer Success Manager will act as a strategic advisor for Enterprise accounts, focusing on maximizing customer lifetime value and retention while mentoring team members. This role involves building relationships with stakeholders and managing complex technical scenarios to ensure customer success.

Responsibilities:

• Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding to achieve their business goals through their MongoDB deployments
• Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy
• Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise 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, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales teams
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions
• Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long-term health and value realization
• Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization
• Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region

Requirements:

• 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product
• 4+ years experience being accountable for customer health and revenue realization for Enterprise customers
• Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite
• Bachelor's degree in Computer Science, STEM, or equivalent technical work experience
• Experience working with and managing Public Sector customers including Federal Agencies, National Security, Department of Defense, and/or Military Health
• Knowledge of Public Sector contracting and purchasing cycles a plus