Strategic 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 Munich for our hybrid working model. Our ideal candidate will have - 7+ 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 customers - 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 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, 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 - A 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 on their business, to helping an application team devise a custom MongoDB solution or implementation for their critical application, no day is the same - 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, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success plan - Work 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 organization - Document a

7+ years experience in Customer Success, Technical Account Management, Professional Services or similar customer-centric roles for a technical product (ideally consumption-based); 4+ years accountable for customer health and revenue realization for a defined book of business/portfolio of Forbes Global 2000 customers; strong advocacy for customers and ability to act as an extension of the customer team within MongoDB; technical aptitude and curiosity to learn MongoDB and databases; ability to operate autonomously and own a customer portfolio, with judgement on involving executive leadership when needed; entrepreneurial mindset with comfort building new processes to serve strategic customers; collaborative team player with experience working with Sales, Professional Services, Tech Services, and the broader MDB ecosystem; demonstrated ongoing technical education (e.g., MongoDB DBA track, hyperscaler certifications); prior exposure to database, cloud, and infrastructure technology is a plus.

Serve as a strategic advisor to customers on MongoDB best practices and technology strategy, including enablement sessions and guidance on optimizing deployment and spend; guide customers through the journey to accelerate time-to-value, overseeing the technical success plan from committed ARR to active consumption; identify and mitigate technical risks for complex accounts by designing remediation plans and best practices; facilitate resolution of high-stakes customer challenges while identifying opportunities to expand MongoDB usage; collect feedback to inform Product, Professional Services, and Leadership on product and go-to-market improvements; act as the link between customers and product engineering to influence the roadmap; de-escalate and resolve critical issues, including outages and bespoke implementations; build and execute account plans to mitigate risk and drive multi-quarter growth; lead in-person executive business reviews with C-suite and technical leaders to align on objectives and mutual success plans; work on strategic internal projects to enhance the Customer Success program and share best practices across the organization.