[Hiring] Customer Success Manager @MongoDB

Role Description

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.

This role will be based remotely in Stuttgart, Germany.

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.
• Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership.
• Act as the link between our customers and product engineering to develop new innovative solutions.
• De-escalate and resolve critical customer issues and complaints.
• Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio.
• Lead in-person executive business reviews for strategic customers in your portfolio.
• Work on strategic internal projects to help build the Customer Success program.
• Document all customer interactions in internal systems, including Gainsight and Salesforce.com.
• Provide feedback and guidance to leadership on key signals within MongoDB Atlas.
• Manage the relationship with Sales Leadership and Account Executives in your territory.
• Forecast expected churn and growth to your senior leadership team.
• Help interview, onboard and ramp new team members.
• Act as a leader amongst your peers, running enablement sessions and product certifications.

Qualifications

• 5+ years experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role.
• A background and passion for advocating on behalf of your customers.
• A mind for technology with an aptitude and curiosity to learn about MongoDB and databases.
• The ability to act with a high level of autonomy.
• An entrepreneurial mindset.
• Team player and passion for collaboration.
• Prior exposure to database, cloud, and infrastructure technology is a plus.
• Bilingual English and German.

Company Description

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software.

• MongoDB’s unified database platform is the most widely available, globally distributed database on the market.
• Helps organizations modernize legacy workloads, embrace innovation, and unleash AI.
• Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database available across AWS, Google Cloud, and Microsoft Azure.
• With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups.