Full-Time

Senior Customer Success Manager

Confirmed live in the last 24 hours

MongoDB

MongoDB

5,001-10,000 employees

Database platform for developers and businesses

Compensation Overview

$87k - $172kAnnually

Senior

Company Historically Provides H1B Sponsorship

Austin, TX, USA + 1 more

More locations: Dallas, TX, USA

This role can be based hybrid out of our Austin or Dallas (Plano) office.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Salesforce
Requirements
  • 7+ years experience working in a 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.
Responsibilities
  • 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.
Desired Qualifications
  • Prior exposure to database, cloud, and infrastructure technology is a plus.

MongoDB offers a modern database platform that enables developers and businesses to build applications quickly and efficiently. Its main product, the MongoDB database, features a flexible document data model, while Atlas provides a fully-managed cloud database service. Unlike its competitors, MongoDB focuses on flexibility and scalability, catering to both startups and large enterprises with a subscription and usage-based pricing model. The company's goal is to empower clients to bring their ideas to market faster while ensuring high availability, data integrity, and security.

Company Size

5,001-10,000

Company Stage

IPO

Headquarters

New York City, New York

Founded

2007

Simplify Jobs

Simplify's Take

What believers are saying

  • Growing interest in AI-driven databases boosts MongoDB's AI capabilities and offerings.
  • Partnerships with tech giants enhance MongoDB's market presence and competitive advantage.
  • MongoDB's acquisition of Voyage AI improves AI reliability in enterprise applications.

What critics are saying

  • IBM's acquisition of DataStax intensifies competition in the database market.
  • Technical challenges may delay integration of Voyage AI's models into MongoDB.
  • Focus on AI solutions exposes MongoDB to risks of AI reliability and hallucinations.

What makes MongoDB unique

  • MongoDB offers a flexible document data model for rapid application development.
  • The company provides a fully-managed cloud database service, MongoDB Atlas.
  • MongoDB integrates advanced AI solutions to enhance database capabilities.

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Benefits

Family Support Programs

Flexible PTO

Fertility and Adoption Assistance

Employee Affinity Groups

Transgender Benefits and Support

Mental Health

Wellness Events and Programs

Global Mobility

Growth & Insights and Company News

Headcount

6 month growth

0%

1 year growth

9%

2 year growth

0%
The Stack
Mar 6th, 2025
MongoDB eyes "Java apps running on Oracle" in customer application modernisation drive

Disclosure: The Stack earlier partnered with MongoDB on the video and customer case study embedded in this news story.

PR Newswire
Mar 5th, 2025
Mongodb, Inc. Announces Fourth Quarter And Full Year Fiscal 2025 Financial Results

Fourth Quarter Fiscal 2025 Total Revenue of $548.4 million, up 20% Year-over-Year. Full Year Fiscal 2025 Total Revenue of $2.01 billion, up 19% Year-over-Year. Continued Strong Customer Growth with Over 54,500 Customers as of January 31, 2025

PR Newswire
Feb 27th, 2025
Mongodb, Inc. To Present At The Morgan Stanley Technology, Media Telecom Conference

NEW YORK, Feb. 27, 2025 /PRNewswire/ -- MongoDB, Inc. (NASDAQ: MDB) today announced that Chief Executive Officer, Dev Ittycheria, and Interim Chief Financial Officer, Serge Tanjga, will present at the Morgan Stanley Technology, Media & Telecom Conference in San Francisco, CA.The MongoDB presentation is scheduled for Thursday, March 6, 2025, at 11:30 a.m. Pacific Time (2:30 p.m. Eastern Time). A live webcast of the presentation will be available on the Events page of the MongoDB investor relations website at https://investors.mongodb.com/news-events/events

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Feb 25th, 2025
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DataStax competes with Couchbase and MongoDB among others.

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MongoDB has partnered with companies like Alphabet, Microsoft, and IBM to develop AI-driven solutions.