Senior Customer Success Manager

Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program. In this role you will also become a main point of contact for MongoDB end users by leveraging your technical and account management skills as well as acting as the account team leader across Sales, Professional Services, Solutions Architects, etc.

We are looking to speak to candidates who are based in Dublin or London for our hybrid working model.

Our ideal candidate will have7+ years experience working in Customer Success, Technical Account Management, Professional Services or other similarly customer-centric role for a technical product (ideally consumption based)4+ years experience being accountable for customer health and revenue realization for a defined book of business/portfolio of accounts for Forbes Global 2000 customersA background and passion for advocating on behalf of your customers - this role should act as an extension of our customers team within MongoDBA mind for technology - we’ll teach you about MongoDB and databases, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts

The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etcAn entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segmentA team player approach and passion for collaboration - this role will work with some of our most strategic growth customers so must align closely to Sales, Professional Services, Tech Services, and the broader MDB ecosystem

Demonstrated continuing technical education (e.g., MongoDB DBA track, hyperscaler certifications)
Prior exposure to database, cloud, and infrastructure technology is a plus

On a given day in this role you will:

Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal MongoDB team members, advising the customer on strategies to optimize their technical environment or current spend with MongoDB, positioning and recommending product features and best practices to accelerate customers time to value and growth

Guide customers through the customer journey to accelerate their time-to-value from MongoDB, overseeing the technical success plan from committed ARR to active consumption. Includes advising customers on on their deployment health & strategies for operating and maturing their MongoDB environments

Proactively identify and mitigate technical risks for complex accounts by designing custom remediation plans and implementing best practices to pre-empt critical issues

Facilitate the resolution of high-stakes customer challenges while identifying strategic opportunities to expand MongoDB usage through optimized technical solutions

Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how MongoDB can build a stronger product and go to market organization

Act as the link between our customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of our product by acting as the Product team’s eyes and ears in this field

De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB; this could include anything from navigating a customer outage that has a financial impact…