Strategic Customer Success Manager
3 months ago
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 anywhere—on the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB 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. This is a relatively new role at MongoDB, so 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 ( EMEA headquarters) and London for our hybrid working model.
Our ideal candidate will have
9+ years experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role. 6+ years experience working within or supporting large enterprisesA 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 conceptsThe 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 servicesDemonstrated experience building relationships and delivering value to technical decision makers, economic buyers, and executives (CTO, CIO)An entrepreneurial mindset - this is a new team at MongoDB where 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 segmentTeam 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 ecosystemTechnical product experience or education, software development experience preferred, certifications preferredProven experience contributing to global CS programsBachelor's degree, technical degree preferred, MS preferredOn 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 growthCollect 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 organizationAct 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 fieldDe-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 on their business, to helping an application team devise a custom MongoDB solution or implementation for their critical application, no day is the sameBuild and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolioLead in-person executive business reviews for strategic customers in your portfolio, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success planWork on strategic internal projects to help build the Customer Success program; our expectation is that anyone in this role has strong business acumen and the ability to create and teach best practices, new process, and enablement to the broader organizationDocument all customer interactions in internal systems, including Gainsight and Salesforce.comProvide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts; as our product evolves, we’ll need to be constantly adjusting our engagement strategies based on these signals, which you’ll be in the best position to identify and share back with internal teamsManage the relationship with Sales Leadership and Account Executives in your territory, including reporting on business performance, training on best practices, and rolling out program updates to ensure sales people and leaders are abreast of best practices for interacting with Customer SuccessForecast expected churn and growth to your senior leadership teamHelp interview, onboard and ramp new team members - as a more senior team member you will have an immediate role in who joins the teamAct as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow-
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