Customer Success Manager

About the Role

As a Customer Success Manager, you will be the trusted advisor guiding customers through their journey with MongoDB. Your primary responsibility is to maximize customer lifetime value and success within your assigned portfolio. You will act as a strategic connector, ensuring customers achieve their unique business goals by leveraging the full potential of their MongoDB investment. This role is pivotal in driving customer retention, revenue realization, and fostering advocacy.

We are seeking candidates based in Boston for our hybrid working model.

Key Responsibilities

Customer Advisory

• Proactively identify risks and ensure deployment health by advising on best practices and operational strategies.
• Deliver optimal solutions to critical customer challenges, accelerating time-to-value and guiding customers to achieve their business goals through their MongoDB deployments.
• Conduct comprehensive customer business reviews, analyzing technical health and operational performance while translating insights into value-based outcomes.
• Partner with technical and business leaders to align on objectives and champion mutual success plans that foster growth and retention.

Account & Portfolio Management

• Own elements of the account plan that drive customer maturity, lifetime value, retention, and revenue realization.
• Proactively manage a portfolio of customers across various stages of their journey, creating and executing strategies to maximize value realization, advocacy, and long-term success.
• Track and report progress against key business outcomes, forecast revenue retention and realization to senior leadership for business predictability.
• Identify new opportunities to expand customer impact, collaborating with presales teams to support growth.
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis.
• Leverage AI-driven tools to streamline daily workflows, improve productivity, and optimize customer success outcomes.

Internal Collaboration & Customer Advocacy

• Amplify the voice of the customer within MongoDB, leveraging customer insights to inform MongoDB’s product roadmap.
• Coordinate across Sales, Product, Services, Support, and Training teams to drive customer health, satisfaction, and value realization.
• Connect customers with the right internal resources, including Marketing programs and Executive Sponsor engagement.
• Contribute learnings from customer interactions to strengthen team success and maximize customer value.

What You Will Bring

• Relevant Experience: 5 to 7+ 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: 3+ years experience being accountable for customer health and revenue realization for a defined book of business for Enterprise/High Tech customers.
• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes.
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

About MongoDB

MongoDB is built for change, empowering our customers and our 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. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

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 fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Compensation & Benefits

• Base Salary Range (U.S.): $81,000—$160,000 USD
• Additional Benefits: Equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings.

Note: Salary range and benefits listed are applicable to U.S.-based candidates only.