Customer Success Associate Manager, Scaled

2 weeks ago

Austin, Texas, United States MongoDB Full time

The global market for data management software is substantial, with forecasts indicating a growth from approximately $82 billion in 2023 to around $137 billion by 2027, representing a 14% compound annual growth rate. At MongoDB, we are at the forefront of industry transformation, empowering developers to create exceptional applications that are utilized daily. As the leading developer data platform and the first database provider to go public in over two decades, we invite you to be part of our innovative journey.

Individuals in the role of Associate Customer Success Manager are driven by a passion for technology and possess the ambition to tackle new challenges head-on. This product-oriented team thrives on innovation, seeking candidates who can navigate high levels of uncertainty and operate autonomously while maintaining a customer-focused approach. Your role will involve evolving the program to engage customers effectively, providing them with timely and relevant information.

In this position, you will serve as the primary liaison for MongoDB end users across a diverse portfolio of expanding MongoDB Atlas customers. You will take on the responsibility of leading the account team, collaborating with Sales, Professional Services, Technical Services, and others to ensure positive outcomes for our customers.
Key Qualifications:

  • Minimum of 2 years of experience in Customer Success, Account Management, Client Services, or a similar customer-focused role.
  • A strong background and enthusiasm for fostering growth within a customer portfolio through enablement sessions, strategic meetings, and business reviews.
  • A technical mindset; while we will provide training on MongoDB and databases, a curiosity and aptitude for understanding these concepts is essential.
  • Ability to operate independently, taking ownership of the customer portfolio and making critical decisions to ensure effective customer outcomes, including managing risks and resolving conflicts.
  • An entrepreneurial spirit; this new team at MongoDB requires innovative thinking and data-driven analysis to develop new processes that enhance customer service.
  • A collaborative team player with a passion for working closely with Sales, Professional Services, Technical Services, and the broader MongoDB ecosystem.
  • Prior experience with database, cloud, and infrastructure technologies is advantageous.
  • Experience in creating 1:Many customer programs or customer marketing is a plus.
  • Bilingual proficiency in Spanish or Portuguese is a plus.
Daily Responsibilities:
  • Act as a strategic advisor to customers, offering guidance on MongoDB best practices and their overall technology strategy. This may involve conducting enablement sessions independently or alongside other MongoDB team members, advising on strategies to optimize their technical environment or spending with MongoDB, and recommending product features to accelerate customer value and growth.
  • Gather feedback and identify obstacles from customers to inform internal teams, including Product, Professional Services, and Leadership, on how MongoDB can enhance its offerings.
  • Serve as the connection between customers and product engineering, contributing to the development of innovative solutions and influencing the future roadmap of our products.
  • Resolve critical customer issues and complaints by identifying optimal solutions for both the customer and MongoDB, which may include navigating customer outages or assisting with custom MongoDB solutions.
  • Develop and implement portfolio plans to mitigate risks and promote growth through targeted 1:1 and larger 1:Many activities for the Scaled Americas portfolio.
  • Conduct business reviews for strategic customers, engaging with C-suite executives and technical leaders to align on business objectives and establish mutual success plans.
  • Participate in strategic internal projects aimed at enhancing the Customer Success program, demonstrating strong business acumen and the ability to create and share best practices and new processes with the broader organization.
  • Document all customer interactions in internal systems.
  • Provide insights and guidance to leadership on key indicators within MongoDB Atlas that reflect customer account health, adapting engagement strategies based on these signals.
  • Manage relationships across Sales, including reporting on business performance, training on best practices, and updating programs to ensure alignment with Product-Led Customer Success.
At MongoDB, we are dedicated to fostering a supportive and enriching culture for all employees. We prioritize the well-being of our employees and offer various benefits, including employee affinity groups, fertility assistance, and a generous parental leave policy. We are committed to providing equal employment opportunities and prohibit discrimination and harassment of any kind.

MongoDB's base salary range for this role is competitive and varies based on factors such as skills, experience, qualifications, and work location. Additional benefits may include equity participation, flexible paid time off, fully-paid parental leave, fertility and adoption assistance, a 401(k) plan, mental health counseling, and comprehensive health benefits.

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