Strategic Customer Success Director

3 weeks ago

Montreal, Quebec, Canada MongoDB Full time
Unlock Customer Success with MongoDB

MongoDB is revolutionizing the way organizations build, scale, and run modern applications. As a key member of our team, you will play a vital role in empowering innovators to create, transform, and disrupt industries by unleashing the power of software and data.

About the Role

We are seeking a highly skilled and experienced Customer Success Manager to join our team. As a strategic advisor to our customers, you will provide guidance on MongoDB best practices and overall technology strategy. You will work closely with our customers to identify roadblocks and inform internal teams on how to build a stronger product and go-to-market organization.

Key Responsibilities
  • Work 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
  • Act as the link between customers and product engineering to develop new innovative solutions
  • 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 your portfolio
  • Lead in-person executive business reviews for strategic customers in your portfolio
  • Work on strategic internal projects to help build the Customer Success program
  • Document all customer interactions in internal systems
  • 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
Requirements
  • 9+ years experience working in a Customer Success, Account Management, Client Services, or other similarly customer-centric role
  • 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 make key decisions to drive effective customer outcomes
  • An entrepreneurial mindset and ability to build new process 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 innovative work environment, with opportunities for growth and development. We are committed to empowering our employees to succeed and thrive in their careers.

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