The worldwide data management software market is massive. According to IDC, the worldwide database software market was forecasted to be approximately $82 billion in 2023, growing to approximately $137 billion in 2027, representing a 14% compound annual growth rate. At MongoDB, we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.
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 for our hybrid working model.
Our ideal candidate will have9+ 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 enterprises.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.Demonstrated 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 processes or practices to ensure we best serve this customer segment.Team player and passion for collaboration - this role will work with some of our most strategic growth customers, so must align closely with Sales, Professional Services, Tech Services, and the broader MDB ecosystem.Technical product experience or education, software development experience preferred, certifications preferred.Proven experience contributing to global CS programs.On a given day in this role you willWork 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 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.De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB.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.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 that indicate healthy or unhealthy customer accounts.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.To drive the personal growth and business impact of our employees, we're committed to developing a supportive and enriching culture for everyone. From employee affinity groups to a generous parental leave policy, we value our employees' wellbeing.
MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
MongoDB is an equal opportunities employer.
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