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Experienced Customer Success Leader
2 months ago
The global data management software sector is vast, 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 prominent developer data platform, we invite you to be part of our innovative journey.
Role Summary:
As a Customer Success Manager, you will embody a strong enthusiasm for technology and a readiness to tackle new challenges head-on. This position requires a proactive individual who can navigate uncertainty while focusing on customer satisfaction and program development.
Key Responsibilities:
- Serve as a primary liaison for MongoDB users, utilizing your technical and account management expertise while leading the account team across various departments.
- Provide strategic advice to customers, guiding them on MongoDB best practices and overall technology strategies.
- Gather customer feedback and identify obstacles to relay to internal teams, including Product and Leadership.
- Facilitate communication between customers and product engineering to foster innovative solutions.
- Resolve critical customer issues and complaints effectively.
- Develop and implement account plans to minimize risks and promote growth over multiple quarters.
- Conduct in-person executive business reviews for key customers in your portfolio.
- Participate in strategic internal initiatives to enhance the Customer Success program.
- Maintain detailed records of customer interactions in internal systems.
- Offer insights and recommendations to leadership regarding key signals within MongoDB Atlas.
- Collaborate with Sales Leadership and Account Executives in your territory.
- Anticipate churn and growth metrics for your senior leadership team.
- Assist in the recruitment, onboarding, and training of new team members.
- Act as a mentor among peers, leading enablement sessions and product certifications.
Ideal Candidate Profile:
- Minimum of 5 years of experience in Customer Success, Account Management, or similar customer-focused roles.
- A strong advocate for customer interests, acting as an extension of their team within MongoDB.
- A keen interest in technology, with a willingness to learn about MongoDB and its database solutions.
- Ability to operate independently, taking full ownership of your customer portfolio and making impactful decisions.
- An entrepreneurial mindset, capable of adapting processes to better serve customer needs.
- A collaborative spirit, working closely with strategic growth customers and aligning with various internal teams.
Company Culture:
MongoDB is dedicated to fostering a supportive and enriching environment for all employees. We prioritize employee wellbeing through various initiatives, including employee affinity groups and comprehensive parental leave policies. We are committed to providing necessary accommodations for individuals with disabilities throughout the application and interview process. MongoDB is an equal opportunity employer, promoting diversity and inclusion in the workplace.
