Senior Customer Success Manager

Guide customers through the customer journey to accelerate their time-to-value from MongoDB, overseeing the technical success plan from committed ARR to active consumption. Includes advising customers on on their deployment health & strategies for operating and maturing their MongoDB environments

Proactively identify and mitigate technical risks for complex accounts by designing custom remediation plans and implementing best practices to pre-empt critical issues

Facilitate the resolution of high-stakes customer challenges while identifying strategic opportunities to expand MongoDB usage through optimized technical solutions

Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how MongoDB can build a stronger product and go to market organization

Act as the link between our customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of our product by acting as the Product team’s eyes and ears in this field

De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB; this could include anything from navigating a customer outage that has a financial impact on their business, to helping an application team devise a custom MongoDB solution or implementation for their critical application, no day is the same

Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio

Lead in-person executive business reviews for strategic customers in your portfolio, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success plan

Work on strategic internal projects to help build the Customer Success program; our expectation is that anyone in this role has strong business acumen and the ability to create and teach best practices, new process, and enablement to the broader organization

Document all customer interactions in internal systems, including Gainsight and Salesforce.com

Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts; as our product evolves, we’ll need to be constantly adjusting our engagement strategies based on these signals, which you’ll be in the best position to identify and share back with internal teams

Manage the relationship with Sales Leadership and Account Executives in your territory, including reporting on business performance, training on best practices, and rolling out program updates to ensure sales people and leaders are abreast of best practices for interacting with Customer Success

Forecast expected churn and growth to your senior leadership team

Help interview, onboard and ramp new team members - as a more senior team member you will have an immediate role in who joins the team

Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow

Fluent level of Spanis and English