Senior Customer Success Manager

MongoDB; London; Hybrid; GBP 45,000 - 90,000; Full time

Job description

MongoDB’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, MongoDB 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 MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

The role:

We are looking for a motivated, hardworking and hands-on Senior Customer Success Manager (CSM) to help our customers realize and improve the value of their MongoDB subscription and services.

Individuals in this role have a passion for technology and the ambition to dive head-first into new challenges; are adaptive and excited to help innovate with new processes and contribute to what’s already been built. We’re looking for someone who thrives by having daily interactions with customers.

The Customer Success team at MongoDB is responsible for establishing relationships and becoming a trusted advisor and “go-to” person for standard methodologies and advice. We are an integral part of our customer’s success with MongoDB and bring value to every interaction - from onboarding and product adoption to growth.

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

Our ideal candidate will have:

• 7-10 years relevant experience working in a Customer Success, Account Management, or similar customer-focused role
• 4 + years Experience with large-scale, technologically sophisticated accounts and/or Enterprise market customers in a fast paced SaaS environment
• 2+ years of technical product experience or education
• A mind for technology! We’ll teach you all 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
• Prior exposure to database, cloud and infrastructure technology is a plus
• High levels of organization in your workflows - you understand what it means to be responsible for a customer portfolio and to prioritize your time efficiently
• A passion for partnership and collaboration! You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc) and will help to build the CS “brand” across our entire organization
• Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally

Position Expectations:

• Build active and meaningful relationships with customers, working closely with other MongoDB partners
• Lead new customer and project onboarding meetings, validating and identifying customer needs, potential challenges, and key project timelines
• Promote and encourage implementation of paid MongoDB features across your assigned customer portfolio
• Optimally identify and mitigate risk of churn
• Ensure high customer satisfaction and referenceability
• Help to develop and implement standard methodologies, processes, and tools to continually improve MongoDB’s Customer Success Program

As a Sr. CSM, you will be successful when you can become a(n):

• Risk Mitigator - identifying blockers to success and preventing long term churn
• Personal Trusted Advisor - recommending standard methodologies in order to make the client successful
• Account Strategist - helping MongoDB see where the customer’s business is going
• Business Builder - finding opportunities for your customers to adopt new features and open new use cases

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB 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.

MongoDB is an equal opportunities employer.