Senior Customer Success Manager - Italian Speaking

About MongoDB

Mongodb is built for change, empowering customers and people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. Our unified, globally distributed data platform and cloud-native offering, MongoDB Atlas, are utilized by over 67,000 customers, including 75% of the Fortune 100.

The Role: Customer Success Manager

As a Customer Success Manager, you will be a primary point of contact for MongoDB end-users, leveraging your technical and account management skills. You will act as the account team leader, collaborating with Sales, Professional Services, and Solutions Architects. We are looking for individuals passionate about technology, comfortable with ambiguity, and able to operate autonomously while maintaining a customer-centric approach.

Our Ideal Candidate Will Have:

• 7+ years of experience in Customer Success, Technical Account Management, Professional Services, or a similar customer-centric role for a technical product (ideally consumption-based).
• 4+ years of experience 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 customers.
• A strong aptitude and curiosity for technology, databases, and related concepts.
• The ability to act with a high level of autonomy, taking full ownership of the customer portfolio and making key decisions.
• An entrepreneurial mindset, willing to deviate from established procedures and build new practices.
• A team player approach and passion for collaboration, aligning closely with internal teams.
• Demonstrated continuing technical education (e.g., MongoDB DBA track, hyperscaler certifications).
• Prior exposure to database, cloud, and infrastructure technology is a plus.
• Fluent level of Italian and English.

On a Given Day in this Role You Will:

• Act as a strategic advisor, providing guidance on MongoDB best practices and technology strategy.
• Guide customers through the journey to accelerate time-to-value, overseeing technical success plans and advising on deployment health.
• Proactively identify and mitigate technical risks for complex accounts.
• Facilitate the resolution of high-stakes customer challenges and identify strategic opportunities for MongoDB usage expansion.
• Collect customer feedback to inform Product, Professional Services, and Leadership teams.
• Act as a liaison between customers and product engineering to develop new solutions.
• De-escalate and resolve critical customer issues and complaints.
• Build and execute account plans to mitigate risk and drive growth.
• Lead in-person executive business reviews for strategic customers.
• Work on strategic internal projects to help build the Customer Success program.
• Document all customer interactions in internal systems (Gainsight, Salesforce.com).
• Provide feedback on key signals within MongoDB Atlas indicating customer health.
• Manage relationships with Sales Leadership and Account Executives.
• Forecast expected churn and growth to senior leadership.
• Help interview, onboard, and ramp new team members.
• Act as a leader amongst peers, running enablement sessions and product certifications.

Location:

We are looking to speak to candidates who are based in Dublin for our hybrid working model.