Customer Success Strategist

1 week ago


Toronto, Ontario, Canada MongoDB Full time

MongoDB is a pioneering technology company empowering innovators to transform industries with the power of software and data. With a mission to enable organizations of all sizes to build, scale, and run modern applications, we provide a developer data platform that's globally distributed and multi-cloud enabled.

The Customer Success Manager role requires a passion for technology and an ability to thrive in ambiguous environments. We're looking for someone who can operate autonomously while maintaining a customer-centric approach and driving growth. As a main point of contact for MongoDB end users, you'll leverage your technical and account management skills to act as the account team leader across Sales, Professional Services, Solutions Architects, and other internal teams.

This role can be based in our Toronto office or remotely from Montreal, offering flexibility and work-life balance. Our ideal candidate will have 9+ years of experience in Customer Success, Account Management, Client Services, or similar roles, with 6+ years working within or supporting large enterprises.

Key Requirements:

  • A background and passion for advocating on behalf of customers, acting as an extension of their team within MongoDB
  • A mind for technology, with an aptitude and curiosity to learn about MongoDB and databases
  • Autonomy and ownership of customer portfolios, making key decisions to drive effective customer outcomes
  • An entrepreneurial mindset, deviating from established procedures and building new processes to ensure customer success
  • Team player with a passion for collaboration, aligning closely with Sales, Professional Services, Tech Services, and the broader MDB ecosystem
  • Technical product experience or education, software development experience preferred, certifications preferred
  • Bachelor's degree, technical degree preferred, MS preferred

Responsibilities:

  • Work as a strategic advisor to customers, providing guidance on MongoDB best practices and technology strategy
  • Collect feedback and identify roadblocks to inform internal teams on how to build a stronger product and go-to-market organization
  • Act as a link between customers and product engineering to develop new innovative solutions, building the future roadmap of MongoDB's product
  • 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 3+ quarters out across customer portfolios
  • Lead executive business reviews for strategic customers, interfacing with C-suite executives and other technical leaders to align business objectives and agree on mutual success plans
  • Document customer interactions in internal systems, including Gainsight and Salesforce.com
  • Provide feedback and guidance to leadership on key signals within MongoDB Atlas indicating healthy or unhealthy customer accounts
  • Manage relationships with Sales Leadership and Account Executives, reporting on business performance, training on best practices, and rolling out program updates
  • Forecast expected churn and growth to senior leadership teams
  • Help interview, onboard, and ramp new team members, ensuring they grow professionally

Location: Toronto, Canada (hybrid) or Montreal, Canada (remote)

Salary Range: $120,000 - $180,000 per year, depending on experience and location



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