Senior Customer Success Manager Boston

We are looking to speak to candidates who are based in Boston for our hybrid working model.

As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on Mongo

DB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross‑functional resources to achieve high‑stakes business goals. You’ll drive customer retention, revenue realization, and long‑term advocacy while mentoring team members to elevate the organization's collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high‑pressure scenarios.

Customer Advisory

• Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. Deliver cross‑disciplinary solutions to critical customer challenges, accelerating time‑to‑value and guiding to achieve their business goals through their Mongo
  
  DB deployments.
• Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business‑critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long‑term advocacy.
• Drive cross‑functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long‑term success.
• Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales team.
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions.

Internal Collaboration & Customer Advocacy

• Amplify the voice of the customer within Mongo
  
  DB, leveraging technical insights and customer perspectives to influence Mongo
  
  DB’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long‑term health and value realization.
• Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization.
• Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge‑sharing across the region.

• Relevant
  
  Experience:
  
  7 to 10+ years in a technical customer‑facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption‑based, product.
• Accountability: 4+ years experience being accountable for customer health and revenue realization for Enterprise customers.
• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C‑suite.
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

Mongo

DB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Mongo

DB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.