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Lead Client Success Manager

2 months ago

Cleveland, Ohio, United States MongoDB Full time

The global market for data management software is substantial, with projections indicating significant growth in the coming years. At MongoDB, we are at the forefront of this transformation, enabling developers to create exceptional applications that enhance everyday experiences. As a premier developer data platform, we invite you to join our innovative team.

In the role of Customer Success Manager, you will embody a passion for technology and a readiness to tackle new challenges head-on. We seek an individual who excels in navigating ambiguity and operates independently while prioritizing customer satisfaction and contributing to program development. You will serve as a primary contact for MongoDB users, utilizing your technical expertise and account management skills while leading cross-functional teams.

Key Qualifications:
  • Over 9 years of experience in Customer Success, Account Management, or similar customer-focused roles, with at least 6 years in large enterprise environments.
  • A strong advocate for customer interests, acting as an extension of their team within MongoDB.
  • A technical mindset with a willingness to learn about MongoDB and its database solutions.
  • Proven ability to work autonomously, taking ownership of customer portfolios and making critical decisions to ensure positive outcomes.
  • An entrepreneurial spirit, capable of developing new processes and practices to better serve our customers.
  • A collaborative team player, working closely with Sales, Professional Services, and other departments.
  • Technical product knowledge or experience in software development is preferred, along with relevant certifications.
  • A Bachelor’s degree is required; a technical degree or Master’s degree is preferred.
Responsibilities:
  • Act as a strategic advisor, guiding customers on MongoDB best practices and their technology strategies, including conducting enablement sessions and optimizing their technical environments.
  • Gather customer feedback and identify challenges to inform internal teams on enhancing MongoDB's offerings.
  • Bridge the gap between customers and product engineering to foster innovative solutions and contribute to product roadmaps.
  • Resolve critical customer issues by finding optimal solutions, ensuring customer satisfaction and business continuity.
  • Develop and implement account plans to mitigate risks and drive growth across your portfolio.
  • Lead executive business reviews for strategic customers, collaborating with C-suite executives to align on business objectives.
  • Contribute to internal projects aimed at enhancing the Customer Success program, leveraging strong business acumen to create and share best practices.
  • Document customer interactions in internal systems and provide insights to leadership regarding account health.
  • Manage relationships with Sales Leadership and Account Executives, ensuring alignment on performance and best practices.
  • Forecast churn and growth metrics for senior leadership review.
  • Assist in onboarding and mentoring new team members, fostering a culture of growth and development.
  • Serve as a leader among peers, facilitating training sessions and sharing knowledge to enhance team capabilities.

At MongoDB, we are dedicated to fostering a supportive and enriching culture for all employees. We offer various benefits aimed at enhancing employee well-being and supporting personal and professional growth. Our commitment to diversity and inclusion ensures equal opportunities for all candidates and employees.

MongoDB is committed to providing necessary accommodations for individuals with disabilities throughout the application and interview process. Please inform your recruiter if you require assistance.

We are an equal opportunity employer, promoting a workplace free from discrimination and harassment. Our hiring decisions are based solely on qualifications and merit.