Full-Time

Onboarding Customer Success Manager

MongoDB

MongoDB

5,001-10,000 employees

Modern, general-purpose database platform

Data & Analytics

$71000 - $139000

Equity, Employee Stock Purchase Program

Mid

Cambridge, MA, USA

Required Skills
Sales
Salesforce
Requirements
  • 3+ years experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role, with a focus on customer Onboarding preferred.
  • A background and passion for advocating on behalf of your customers
  • A mind for technology
  • The ability to act with a high level of autonomy
  • An entrepreneurial mindset
  • Team player and passion for collaboration
  • Prior exposure to database, cloud, and infrastructure technology is a plus
  • Bilingual Spanish or Portuguese is a plus
Responsibilities
  • Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy
  • 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
  • De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB
  • 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
  • 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
  • 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
  • Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow

Company Stage

Series F

Total Funding

$311M

Headquarters

New York, New York

Founded

2007

Growth & Insights
Headcount

6 month growth

21%

1 year growth

34%

2 year growth

63%

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