Senior Customer Success Manager (Enterprise Accounts)

About the Role

As a Senior Customer Success Manager at MongoDB, you will be a key player in our post-sales customer relationship strategy. Based in Toronto and operating under a hybrid work model, you will guide Enterprise (G2000) accounts through their most complex journeys with MongoDB. Your primary focus will be maximizing customer lifetime value and success, acting as a strategic connector between clients and internal resources to achieve high-stakes business goals. This role is crucial for driving customer retention, revenue realization, and long-term advocacy, while also mentoring team members to elevate collective impact. You'll build deep relationships with senior stakeholders, gain intricate technical understanding, and navigate global account teams to deliver measurable results in high-pressure environments.

Key Responsibilities

Customer Advisory

• Proactively identify and mitigate risks in technically complex accounts by advising on advanced operational strategies and best practices.
• Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding deployments to achieve business goals.
• Conduct comprehensive business reviews for Enterprise accounts, analyzing technical health, identifying risks, and translating insights into business-critical outcomes.
• Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy.

Account & Portfolio Management

• Drive cross-functional account strategy development and take ownership of elements that enhance customer maturity, lifetime value, retention, and revenue realization.
• Proactively manage a diverse portfolio of Enterprise customers across various journey stages, creating and executing strategies to maximize value, advocacy, and long-term success.
• Track and report progress against key business outcomes, provide informed forecast predictions to senior leadership, and identify new opportunities for customer impact in collaboration with the presales team.
• Maintain meticulous hygiene in internal systems for accurate customer insights and territory analysis.
• Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in technical solution delivery.

Internal Collaboration & Customer Advocacy

• Amplify the voice of the customer within MongoDB, influencing the product roadmap with technical insights and customer perspectives.
• Coordinate across Sales, Product, Services, and Support teams to drive long-term customer health and value realization.
• Connect customers with the right internal resources, including Executive Sponsor engagement.
• Contribute to regional and global best practices to strengthen team success and act as a force multiplier for the organization.
• Support team growth by participating in the interview and onboarding process for new hires, and coaching peers to foster knowledge-sharing.

What You Will Bring

• Relevant Experience: 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product.
• Accountability: 4+ years of experience being accountable for customer health and revenue realization for Enterprise customers.
• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across audiences from Developers to C-suite.
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

About MongoDB

MongoDB is built for change, empowering our customers and people to innovate at market speed. 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, MongoDB Atlas, is the only one of its kind available across AWS, Google Cloud, and Microsoft Azure, helping organizations modernize legacy workloads, embrace innovation, and unleash AI. With over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, we are powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding our decisions, how we show up for each other, and how we win. We are committed to developing a supportive and enriching culture for everyone, offering employee affinity groups, fertility assistance, and a generous parental leave policy to support employees' well-being and journeys.

MongoDB is committed to providing necessary accommodations for individuals with disabilities. Please inform your recruiter to request an accommodation.

MongoDB is an equal opportunities employer.

Compensation & Benefits

• Base Salary Range (Canada): $107,000—$148,000 CAD
• Equity and participation in the Employee Stock Purchase Program
• Flexible paid time off
• 20 weeks fully-paid gender-neutral parental leave
• Fertility and adoption assistance
• Registered Retirement Savings Plan (RRSP) with employer match
• Mental health counseling
• Backup child and elder care
• Health, dental, and vision benefits

Note: Base salary range and benefits are applicable to candidates based in Canada.