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Senior Customer Success Manager

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MongoDB

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Toronto
  • Quick Apply

AI generated summary

  • You need 7+ years in customer-centric roles, a tech mindset, ability to work autonomously, an entrepreneurial spirit, strong collaboration skills, and preferably some database/cloud tech exposure.
  • You will advise customers, resolve issues, collect feedback, lead executive reviews, manage internal relationships, document interactions, forecast growth, and mentor team members.

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
  • Prior exposure to database, cloud, and infrastructure technology 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; 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

FAQs

What is the primary mission of MongoDB?

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data.

What type of technology does MongoDB provide?

MongoDB provides an industry-leading developer data platform, MongoDB Atlas, which is a globally distributed, multi-cloud database available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure.

What is expected from candidates regarding their experience?

Candidates should have 7+ years of experience working in Customer Success, Account Management, Client Services, or other similarly customer-centric roles.

Is prior exposure to database and cloud technology necessary for this role?

While not mandatory, prior exposure to database, cloud, and infrastructure technology is considered a plus.

What are the key responsibilities of the Senior Customer Success Manager?

Responsibilities include acting as a strategic advisor to customers, collecting feedback for internal teams, resolving critical customer issues, executing account plans, and leading executive business reviews, among others.

What is the work environment for this position?

This role can be based in a hybrid format out of MongoDB’s Chicago or Toronto offices.

Are there growth opportunities within the Senior Customer Success Manager role?

Yes, there are opportunities for personal growth and business impact, including helping to interview, onboard, and ramp new team members.

What type of culture does MongoDB aim to provide for its employees?

MongoDB is committed to developing a supportive and enriching culture, focusing on employee wellbeing, professional development, and providing necessary accommodations for individuals with disabilities.

What kind of mindset is MongoDB looking for in a candidate for this role?

An entrepreneurial mindset is favored, as candidates may need to build new processes or practices to best serve the customer segment.

How does MongoDB ensure alignment between various teams and departments?

The Senior Customer Success Manager is expected to act as a central link between customers and internal teams, aligning closely with Sales, Professional Services, and Tech Services.

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MongoDB

A developer data platform for developers to do their best work. #LoveYourDevelopers

Technology
Industry
1001-5000
Employees
2017
Founded Year

Mission & Purpose

Headquartered in New York, MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. Built by developers, for developers, our developer data platform is a database with an integrated set of related services that allow development teams to address the growing requirements for today's wide variety of modern applications, all in a unified and consistent user experience. MongoDB has tens of thousands of customers in over 100 countries. The MongoDB database platform has been downloaded hundreds of millions of times since 2007, and there have been millions of builders trained through MongoDB University courses.