Senior Customer Success Manager at MongoDB

This role is designed for a seasoned professional with at least 7 years of experience in Customer Success or Account Management who is comfortable in a highly t

Work type: onsite

Location: Austin; Charlotte

Salary: $87,000 – $172,000/yr

Type: Full-time

Summary

This role is designed for a seasoned professional with at least 7 years of experience in Customer Success or Account Management who is comfortable in a highly technical environment. The ideal candidate isn't just a relationship manager; they are a strategic advisor who can navigate complex database and cloud infrastructure discussions. You should be someone who enjoys autonomy, possesses an entrepreneurial spirit, and can thrive in a "hybrid" setting based in Austin or Charlotte. The compensation package is broad, ranging from $87k to $172k depending on experience, and includes high-value perks like 20 weeks of paid parental leave and equity. A standout aspect of this position is the level of influence: you’ll act as a leader within the account team, directly impacting product roadmaps and mentoring junior peers while managing some of the company’s most strategic growth customers. **You might be a good fit if you...** * Have 7+ years of experience managing complex, high-stakes customer portfolios in B2B tech. * Feel comfortable leading executive business reviews and interfacing with C-suite stakeholders. * Possess a strong technical "aptitude" and are eager to master database and cloud ecosystem concepts. * Prefer building new processes and "deviating from the manual" rather than following a rigid corporate script.

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 can be based hybrid out of our Austin, TX or Charlotte, NC offices.

### Our ideal candidate will have

• 7+ years experience working in Customer Success, Account Management, Client Services or other similarly customer-centric role

• 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

• 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

• 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

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 nearly 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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req ID: 4263341952

MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB’s base salary range for this role in the U.S. is:
$87,000—$172,000 USD

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