Customer Success Manager, German Speaker at MongoDB

This role is designed for a seasoned professional with at least 5 years of experience in Customer Success or Account Management within the tech sector. The idea

Work type: unknown

Location: Stuttgart

Type: Full-time

Summary

This role is designed for a seasoned professional with at least 5 years of experience in Customer Success or Account Management within the tech sector. The ideal candidate is someone who balances a strong technical curiosity with high-level business acumen, as you will be managing strategic growth accounts. Since this position requires serving the German market, full bilingual proficiency in German and English is mandatory. A standout aspect of this role is its "remote-first" nature in Stuttgart, offering high autonomy and an entrepreneurial environment where you are encouraged to build new processes. You will act as a bridge between customers and product engineering, directly influencing the future roadmap of a leading AI-era database platform. As a senior-level hire, you will also play a leadership role in interviewing and mentoring new team members. **You might be a good fit if you...** * Have 5+ years of experience managing complex B2B client relationships in a technical environment. * Are comfortable navigating "high ambiguity" and making executive-level decisions autonomously. * Possess a strong interest in database, cloud, or infrastructure technology (though they will train you on the specifics). * Enjoy a mix of strategic account planning, technical troubleshooting, and in-person executive business reviews.

Job Description

Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program. In this role you will also become a main point of contact for MongoDB end users by leveraging your technical and account management skills as well as acting as the account team leader across Sales, Professional Services, Solutions Architects, etc.

This role will be based remotely in Stuttgart, Germany.

### Our ideal candidate will have

• 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)

• 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

• 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

• 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.

• 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

• Team player 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

• Prior exposure to database, cloud, and infrastructure technology is a plus

• Bilingual English and German

• Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal MongoDB team members, advising the customer on strategies to optimize their technical environment or current spend with MongoDB, positioning and recommending product features and best practices to accelerate customers time to value and growth

• 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

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our [Leadership Commitment,](https://www.mongodb.com/company) guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. [From employee affinity groups, to fertility assistance and a generous parental leave policy](https://www.mongodb.com/company/blog/culture/employee-benefits-that-make-a-difference-at-mongodb), we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys.[ Learn more about what it’s like to work at MongoDB](https://www.mongodb.com/blog/channel/culture), and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.

Req ID 426134

View this job on nocollar jobs