Senior Customer Success Manager

Join MongoDB as a Senior Customer Success Manager, where you will act as a strategic advisor to customers, guiding them on best practices and technology strategy. You will oversee the customer journey, identify and mitigate technical risks, and facilitate the resolution of customer challenges. Additionally, you will collect feedback to inform internal teams, act as a liaison between customers and product engineering, and build and execute account plans. This role requires strong business acumen, technical aptitude, and a passion for customer advocacy.

• Act as a strategic advisor to customers, providing guidance on MongoDB best practices and technology strategy.
• Guide customers through the customer journey, overseeing the technical success plan and advising on deployment health.
• Proactively identify and mitigate technical risks for complex accounts, designing custom remediation plans and implementing best practices.
• Prior exposure to database, cloud, and infrastructure technology is a plus
• 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
• 4+ years experience being accountable for customer health and revenue realization for a defined book of business/portfolio of accounts for Forbes Global 2000 customers
• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers team within MongoDB
• Demonstrated continuing technical education (e.g., MongoDB DBA track, hyperscaler certifications)
• A team player approach 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
• An entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment
• 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, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc
• 7+ years experience working in Customer Success, Technical Account Management, Professional Services or other similarly customer-centric role for a technical product (ideally consumption based)
• Fluent level of German and English