Logo of Huzzle

Senior Customer Success Manager

image

MongoDB

6d ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    Sales & Business Development
  • Madrid

AI generated summary

  • You need 7-10 years in customer success, 4+ years with large accounts in SaaS, 2+ years tech experience, strong org skills, and be a Spanish speaker. Technical knowledge is a plus.
  • You will build customer relationships, lead onboarding, promote paid features, mitigate churn risks, ensure satisfaction, and develop best practices for ongoing customer success.

Requirements

  • 7-10 years relevant experience working in a Customer Success, Account Management, or similar customer-focused role
  • 4 + years Experience with large-scale, technologically sophisticated accounts and/or Enterprise market customers in a fast paced SaaS environment
  • 2+ years of technical product experience or education
  • Bachelor's degree, technical degree preferred
  • A mind for technology! We'll teach you all 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
  • Prior exposure to database, cloud and infrastructure technology is a plus
  • High levels of organization in your workflows - you understand what it means to be responsible for a customer portfolio and to prioritize your time efficiently
  • A passion for partnership and collaboration! You'll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc) and will help to build the CS "brand" across our entire organization
  • Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally
  • A Spanish speaker is required for this role

Responsibilities

  • Build active and meaningful relationships with customers, working closely with other MongoDB partners
  • Lead new customer and project onboarding meetings, validating and identifying customer needs, potential challenges, and key project timelines
  • Promote and encourage implementation of paid MongoDB features across your assigned customer portfolio
  • Optimally identify and mitigate risk of churn
  • Ensure high customer satisfaction and referenceability
  • Help to develop and implement standard methodologies, processes, and tools to continually improve MongoDB's Customer Success Program
  • As a Sr. CSM, you will be successful when you can become a(n):
  • Risk Mitigator - identifying blockers to success and preventing long term churn
  • Personal Trusted Advisor - recommending standard methodologies in order to make the client successful
  • Account Strategist - helping MongoDB see where the customer's business is going
  • Business Builder - finding opportunities for your customers to adopt new features and open new use cases

FAQs

What is the primary responsibility of a Senior Customer Success Manager at MongoDB?

The primary responsibility is to help customers realize and improve the value of their MongoDB subscription and services by establishing relationships and becoming a trusted advisor.

What qualifications are required for this role?

The ideal candidate should have 7-10 years of relevant experience in Customer Success or Account Management, 4+ years with large-scale accounts in a SaaS environment, 2+ years of technical product experience, and a Bachelor's degree (technical degree preferred).

Is proficiency in Spanish necessary for this position?

Yes, a Spanish speaker is required for this role.

What kind of customers will I be working with as a Senior Customer Success Manager?

You will work with large-scale, technologically sophisticated accounts and Enterprise market customers.

What type of work environment can I expect?

The position is based in Madrid with a flexible work model, allowing for a degree of hybrid remote work.

How does the Customer Success team at MongoDB contribute to customer relations?

The Customer Success team is responsible for onboarding, product adoption, and ensuring customer growth and satisfaction by providing advice and best practices.

What skills are essential for this role?

Essential skills include high organizational capabilities, outstanding verbal and written communication, and a passion for partnership and collaboration across multiple teams.

What does being a 'Risk Mitigator' mean in this role?

Being a Risk Mitigator involves identifying potential blockers to a customer's success and proactively preventing long-term churn.

What support does MongoDB provide for employee wellbeing?

MongoDB is committed to a supportive and enriching culture, offering employee affinity groups, fertility assistance, and a generous parental leave policy to support personal and professional journeys.

What is MongoDB's stance on equal employment opportunities?

MongoDB is an equal opportunities employer and is committed to providing necessary accommodations for individuals with disabilities throughout the application and interview process.

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.