MongoDB - Cleveland, OH
posted 3 months ago
The Strategic Customer Success Manager at MongoDB plays a pivotal role in ensuring that our customers derive maximum value from our products and services. This position is designed for individuals who are passionate about technology and possess the ambition to tackle new challenges head-on. As a Customer Success Manager, you will be the primary point of contact for MongoDB end users, leveraging your technical and account management skills to lead the account team across various departments, including Sales, Professional Services, and Solutions Architects. This role can be performed in a hybrid capacity from our Chicago office or remotely from the Great Lakes region. In this role, you will be expected to operate autonomously while maintaining a customer-centric approach. You will take full ownership of your customer portfolio, making key decisions that drive effective customer outcomes. This includes determining when to involve our executive team in customer escalations, managing customer issues, and advocating for our customers within MongoDB. The ideal candidate will have a strong background in customer success or account management, particularly within large enterprises, and will be able to navigate the complexities of customer relationships with ease. Your responsibilities will include acting as a strategic advisor to customers, providing guidance on MongoDB best practices, and helping them optimize their technology strategies. You will collect feedback from customers to inform internal teams about product improvements and act as a liaison between customers and product engineering. Additionally, you will be responsible for de-escalating critical customer issues, building account plans, leading executive business reviews, and documenting all customer interactions in our internal systems. This role also involves mentoring new team members and contributing to the development of the Customer Success program at MongoDB.