We are looking for self-driven, high-performing and hands-on Customer Success Managers to help our customers realize and maximize the value of their MongoDB products and services.  

MongoDB Customer Success Managers enable end to end customer lifecycle through successful and rapid on-boarding, smooth delivery of professional services, regular cadence of progress check-ins, and as a result increase customer satisfaction, adoption of paid MongoDB features, sales bookings and renewal rates.

This is a key role in our Professional Services team working closely with Sales, Consultants, Technical Support, Product Management, Marketing, Finance and Legal teams to ensure successful adoption of MongoDB across our customers.

This role will report to the Director of Customer Success.

Responsibilities

• Enable active relationships with customers throughout their subscription lifetime, by working closely with other stakeholders (e.g., Sales, Marketing, Technical Support, Consultants)


• Provide subject matter expertise to MongoDB Sales teams during pre-sales stage (e.g., Professional Services proposals, customer advocate follow-ups)


• Conduct valuable onboardings (e.g., identify customer needs, potential challenges and risk factors, key project timelines)


• Ensure high customer satisfaction and referenceability


• Responsible for Professional Services delivery (e.g., project staffing, resource scheduling, progress check-ins)


• Facilitate  support escalations by working cross-functionally with Sales and Technical Support to build strong channels of communications with customers


• Promote and encourage implementation of paid MongoDB features


• Develop and implement best practices, processes and tools which can continually enhance MongoDB Customer Success Program

Requirements

• A Bachelor's degree is required; advanced degree preferred


• Proven track record of experience with customer success and managing operations for fast growing teams


• Experience dealing with large scale, technologically complex accounts and/or SMB market customers


• Experience with or aptitude for learning enterprise infrastructure technologies; exposure to MongoDB or NoSQL databases is a plus


• Exceptional verbal and written communication skills with the ability to present to diverse audience both internally and externally