Senior Customer Success Manager

• Become a main point of contact for MongoDB end users, combining technical and account management skills. • Act as the account team leader across Sales, Professional Services, and Solutions Architects. • Thrive with a high level of ambiguity and operate autonomously while keeping a customer-centric approach. • Help build the Customer Success program itself, not just run an existing playbook. • Work with some of MongoDB’s most strategic growth customers. • Act as the link between customers and product engineering, serving as the Product team’s eyes and ears in the field. • Be based in London for MongoDB’s hybrid working model.

• Bring 7+ years in Customer Success, Technical Account Management, Professional Services, or another customer-centric role for a technical product, ideally consumption based. • Bring 4+ years being accountable for customer health and revenue realisation across a defined book of business for Forbes Global 2000 customers. • Bring a background and passion for advocating on behalf of your customers, acting as an extension of their team within MongoDB. • Bring a mind for technology and the curiosity to learn database concepts, since the customers and product are inherently technical. • Act with a high level of autonomy, taking full ownership of your portfolio and deciding when to escalate to executives, how to de-risk customer issues, and how to advocate internally. • Bring an entrepreneurial mindset, deviating from established procedure and building entirely new processes where needed. • Work as a team player, aligning closely with Sales, Professional Services, Tech Services, and the broader MongoDB ecosystem. • Show demonstrated continuing technical education, such as the MongoDB DBA track or hyperscaler certifications. • Speak fluent English.

• Bring prior exposure to database, cloud, and infrastructure technology. • Speak another European language alongside English. • Bring experience with Gainsight and Salesforce. • Bring experience leading in-person executive business reviews with C-suite and technical leaders. • Bring experience forecasting churn and growth to senior leadership. • Bring experience interviewing, onboarding, and ramping new team members. • Inform your recruiter if you need any accommodations for a disability during the application or interview process.

• Act as a strategic advisor, guiding customers on MongoDB best practices and their overall technology strategy, including running enablement sessions and advising on optimising their technical environment or spend. • Guide customers through the journey to accelerate time-to-value, overseeing the technical success plan from committed ARR to active consumption. • Proactively identify and mitigate technical risks for complex accounts, designing custom remediation plans to pre-empt critical issues. • Facilitate resolution of high-stakes customer challenges while identifying opportunities to expand MongoDB usage. • Collect customer feedback and roadblocks to inform Product, Professional Services, and Leadership. • De-escalate and resolve critical customer issues, from navigating outages with financial impact to helping teams devise custom implementations. • Build and execute account plans that mitigate risk and drive growth three or more quarters ahead. • Lead in-person executive business reviews for strategic customers, interfacing with C-suite executives and technical leaders. • Work on strategic internal projects to build the Customer Success program, creating and teaching best practices and enablement. • Document all customer interactions in Gainsight and Salesforce. • Provide leadership with feedback on the MongoDB Atlas signals that indicate healthy or unhealthy accounts. • Manage the relationship with Sales Leadership and Account Executives in your territory, reporting on performance and rolling out program updates. • Forecast expected churn and growth to your senior leadership team. • Help interview, onboard, and ramp new team members. • Act as a leader among peers, running enablement sessions and product certifications.

• Own a portfolio of MongoDB’s most strategic growth customers. • Shape the Customer Success program itself through strategic internal projects. • Influence the product roadmap by acting as the Product team’s eyes and ears in the field. • Have an immediate say in who joins the team through interviewing and onboarding. • Access fertility assistance and a generous parental leave policy. • Join employee affinity groups within a supportive, enriching culture. • Work hybrid from London.

MongoDB is built for change, empowering customers and employees to innovate at the speed of the market. It has redefined the database for the AI era, with a unified database platform that helps organisations modernise legacy workloads, embrace innovation and unleash AI. Its cloud-native platform, MongoDB Atlas, is a globally distributed, multi-cloud database available across AWS, Google Cloud and Microsoft Azure. MongoDB has offices worldwide and customers including 75% of the Fortune 100 and AI-native startups.