Strategic Customer Success Director

3 weeks ago

Toronto, Ontario, Canada MongoDB Full time
About the Role

MongoDB is seeking a highly skilled and experienced professional to join our team as a Strategic Customer Success Manager. As a key member of our Customer Success organization, you will be responsible for driving customer success and growth across our customer base.

Key Responsibilities
  • Work closely with customers to understand their business needs and develop strategic plans to drive growth and success.
  • Collaborate with cross-functional teams, including Sales, Professional Services, and Product, to ensure seamless customer experiences.
  • Develop and execute account plans to mitigate risk and drive growth across customer portfolios.
  • Act as a strategic advisor to customers, providing guidance on MongoDB best practices and overall technology strategy.
  • Collect feedback and identify roadblocks from customers to inform internal teams on how to build a stronger product and go-to-market organization.
  • De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB.
  • Build and execute 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 relationships with Sales Leadership and Account Executives in your territory, including reporting on business performance and training on best practices.
  • Forecast expected churn and growth to senior leadership teams.
  • Help interview, onboard, and ramp new team members.
  • Act as a leader amongst peers, running enablement sessions and product certifications.
Requirements
  • 9+ years of experience working in a Customer Success, Account Management, Client Services, or similarly customer-centric role.
  • 6+ years of experience working within or supporting large enterprises.
  • A background and passion for advocating on behalf of customers.
  • A mind for technology and ability to learn about MongoDB and databases.
  • The ability to act with a high level of autonomy and take ownership of customer portfolios.
  • An entrepreneurial mindset and ability to build new processes and practices.
  • Team player and passion for collaboration.
  • Technical product experience or education, software development experience preferred, certifications preferred.
  • Bachelor's degree, technical degree preferred, MS preferred.
What We Offer

MongoDB offers a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package.

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