Customer Success Manager
7 days ago
Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. 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.
This role can be based hybrid out of our Toronto office.
Our ideal candidate will have- 7+ years experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role.
- 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.
- An entrepreneurial mindset - 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 to Sales, Professional Services, Tech Services, and the broader MDB ecosystem.
- Prior exposure to database, cloud, and infrastructure technology is a plus.
- 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.
- Lead in-person executive business reviews for strategic customers in your portfolio.
- Work on strategic internal projects to help build the Customer Success program.
- 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.
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