Senior Customer Success Manager

MongoDB

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

• 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 all customer interactions in internal systems, including Gainsight and Salesforce.com
• Provide 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 teams
• Manage 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 Success
• Forecast expected churn and growth to your senior leadership team
• Help interview, onboard and ramp new team members - as a more senior team member you will have an immediate role in who joins the team
• Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow