Customer Success Manager

Join to apply for the Customer Success Manager role at MongoDB Get AI-powered advice on this job and more exclusive features. 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. Atlas is MongoDB’s industry-leading, globally distributed, multi-cloud database platform available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas lets customers 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, leading organizations trust MongoDB to build next-generation, AI-powered applications. Overview Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive into new challenges. We are looking for someone who can thrive with ambiguity, operate autonomously, maintain a customer-centric approach, and help build the program. You will become a main point of contact for MongoDB end users by leveraging your technical and account management skills and acting as the account team leader across Sales, Professional Services, Solutions Architects, and other teams. This role is based in Mexico City for our hybrid working model. Responsibilities Work as a strategic advisor to customers, providing guidance on MongoDB best practices and technology strategy; lead enablement sessions and advise on optimizing technical environments or current spend with MongoDB; position and recommend product features and best practices to accelerate time to value and growth. Collect feedback and identify roadblocks from customers to inform internal teams (Product, Professional Services, Leadership) on building a stronger product and go-to-market organization. Act as the link between customers and product engineering to develop innovative solutions; help build the future product roadmap as the Product team’s eyes and ears in the field. De-escalate and resolve critical customer issues, including outages with financial impact, and help design custom MongoDB solutions or implementations; collaborate with internal teams to de-risk or de-escalate issues. Build and execute account plans to mitigate risk and drive growth across your portfolio for multiple quarters. Lead in-person executive business reviews with C-suite and other leaders to align to business objectives and mutual success plans. Contribute to strategic internal projects to build the Customer Success program; create and teach best practices, new processes, and enablement for the broader organization. Document all customer interactions in internal systems (Gainsight, Salesforce.com). Provide feedback to leadership on signals from MongoDB Atlas indicating healthy or unhealthy customer accounts; adjust engagement strategies as products evolve. Manage relationships with Sales Leadership and Account Executives in your territory, including reporting on performance, training on best practices, and rolling out program updates to ensure the sales team is informed. Forecast expected churn and growth to senior leadership; support hiring and onboarding of new team members; lead enablement sessions and product certifications as a senior team member. Act as a leader among peers, helping others grow and contributing to team discussions and initiatives. Qualifications 5+ years in a Customer Success, Account Management, Client Services or similar customer-centric role. Background and passion for advocating on behalf of customers; acts as an extension of the customer’s team within MongoDB. Strong technical curiosity and aptitude for learning about databases, cloud, and infrastructure technologies. Ability to work autonomously, own a customer portfolio, and make decisions to drive outcomes; experience in escalating to executive teams when needed and coordinating with internal teams (Sales, Professional Services, etc.). Entrepreneurial mindset with willingness to deviate from established procedures and create new processes to serve customers effectively. Team player with collaboration across Sales, Professional Services, Tech Services, and the MDB ecosystem. Prior exposure to database, cloud, and infrastructure technology is a plus. Spanish or Portuguese bilingualism is a plus. Additional information MongoDB is committed to providing accommodations for individuals with disabilities during the application and interview process. To request an accommodation, please inform your recruiter. MongoDB is an equal opportunities employer. Req ID: #J-18808-Ljbffr