Senior Customer Success Manager

Mongo

DB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, Mongo

DB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use Mongo

DB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust Mongo

DB to build next-generation, AI-powered applications.

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 Mongo

DB 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.

This role can be based hybrid out of our Toronto office.

• 7+ years experience working in Customer Success, Account Management, Client Services or other similarly customer-centric role
• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers team within MongoDB
• A mind for technology - we’ll teach you about Mongo
  
  DB 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, etc
• An 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 segment
• Team player 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
• Prior exposure to database, cloud, and infrastructure technology is a plus

• Work as a strategic advisor to your customer providing them with guidance on Mongo
  
  DB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal Mongo
  
  DB team members, advising the customer on strategies to optimize their technical environment or current spend with Mongo
  
  DB, positioning and recommending product features and best practices to accelerate customers time to value and growth
• Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how Mongo
  
  DB 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 Mongo
  
  DB; this could include anything from navigating a customer outage that has a financial impact on their business, to helping an application team devise a custom Mongo
  
  DB solution or implementation for their critical application, no day is the same
• Build and execute account…