Senior Customer Success Manager

Customer Success ManagerMongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhereon premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it's no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications. 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 Chicago or Toronto office.Our ideal candidate will have:7+ years experience working in Customer Success, Account Management, Client Services or other similarly customer-centric roleA background and passion for advocating on behalf of your customersA mind for technologyThe ability to act with a high level of autonomyAn entrepreneurial mindsetTeam player and passion for collaborationPrior exposure to database, cloud, and infrastructure technology is a plusOn a given day in this role you will:Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategyCollect 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 organizationAct as the link between our customers and product engineering to develop new innovative solutionsDe-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDBBuild and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolioLead 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 planWork on strategic internal projects to help build the Customer Success programDocument all customer interactions in internal systems, including Gainsight and Salesforce.comProvide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accountsManage 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 SuccessForecast expected churn and growth to your senior leadership teamHelp interview, onboard and ramp new team membersAct as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you growTo 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, we value our employees' wellbeing and want to support them along every step of their professional and personal journeys.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. MongoDB is an equal opportunities employer.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