Senior Customer Success Strategist

2 weeks ago

Columbus, Ohio, United States MongoDB Full time
Role Overview

MongoDB is at the forefront of the global data management software industry, which is projected to experience significant growth in the coming years. As a leading developer data platform, we empower developers to create innovative applications that enhance everyday experiences.

Position Summary

As a Customer Success Manager, you will embody a passion for technology and embrace new challenges with enthusiasm. Your role will involve navigating ambiguity and operating independently while prioritizing customer satisfaction and contributing to program development.

Key Responsibilities
  • Serve as a primary contact for MongoDB users, utilizing your technical expertise and account management skills.
  • Lead cross-functional collaboration with Sales, Professional Services, and Solutions Architects.
  • Advocate for customers, acting as an extension of their team within MongoDB.
  • Demonstrate a strong understanding of technology, fostering a desire to learn about MongoDB and its products.
  • Take ownership of your customer portfolio, making strategic decisions to ensure positive outcomes.
  • Exhibit an entrepreneurial mindset, creating new processes to better serve our customer segment.
  • Collaborate closely with internal teams to optimize customer experiences and outcomes.
Qualifications

The ideal candidate will possess:

  • 9+ years of experience in Customer Success, Account Management, or similar roles.
  • 6+ years of experience working with large enterprises.
  • A strong advocacy for customer needs and a technical mindset.
  • The ability to work autonomously and make critical decisions.
  • A collaborative spirit, working effectively with various teams.
  • Technical product experience or education, with software development experience preferred.
  • A Bachelor's degree, with a technical degree or Master's preferred.
Daily Activities

In this role, you will:

  • Act as a strategic advisor, guiding customers on MongoDB best practices and technology strategies.
  • Gather feedback and identify challenges to inform internal teams on product improvements.
  • Facilitate communication between customers and product engineering for innovative solutions.
  • Resolve critical customer issues by finding optimal solutions.
  • Develop and execute account plans to drive growth and mitigate risks.
  • Conduct executive business reviews with strategic customers to align on objectives.
  • Contribute to internal projects aimed at enhancing the Customer Success program.
  • Document customer interactions and provide insights to leadership on account health.
  • Collaborate with Sales Leadership to ensure alignment on best practices.
  • Forecast churn and growth metrics for senior leadership.
  • Participate in the onboarding and training of new team members.
  • Foster a culture of growth and development within the team.
Company Culture

At MongoDB, we are dedicated to creating a supportive and enriching environment for our employees. We prioritize wellbeing and offer various resources to support personal and professional journeys.

We are committed to providing equal employment opportunities and fostering an inclusive workplace.

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