Senior Manager of Customer Success

Join MongoDB as a Senior Manager of Customer Success. In this role, you will lead and develop our Customer Success program, focusing on customer retention, expansion, satisfaction, and product adoption. You will recruit, mentor, and develop team members, define and execute analytical metrics, and build relationships across the organization. The ideal candidate has a strong background in customer success or account management, excellent communication skills, and a passion for technology.

• Recruit, mentor, and develop individuals on the Customer Success Management (CSM) team to ensure their professional growth and success.
• Define and lead a set of analytical metrics to guide the direction of the team, delivering against quarterly and long-term targets.
• Craft and execute initiatives aimed at increasing customer retention, expansion, satisfaction, and product adoption.

• An adaptive mentality; You love an ever-changing environment where you are constantly improving yourself, the team and your processes
• High organization in your workflows; To lead and execute efficiently, you’ll need to be a specialist in prioritization and time management
• Outstanding verbal and written communication skills with the ability to present to a diverse audience both internally and externally
• A Bachelor's degree combined with 3-4 years of management experience, preferably in a customer success or account management capacity
• A mind for technology; We’ll teach you all about MongoDB and databases, but our users and products are inherently technical; You should be too
• You have experience in working and collaborating with internal and external partners with diverse cultural and professional backgrounds
• A strong desire to embrace partnership and collaboration; You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc.) and helping to build the Customer Success “brand” across our entire organization and the market
• Experience or aptitude for learning enterprise infrastructure technologies; exposure to MongoDB or NoSQL databases is a plus, but not required
• A proven track record and experience with fast-growing teams, using data to drive initiatives and guide your decision making processes
• Passion for and experience in hiring, developing and managing a team of individual contributors; Your team and their success are your top priority
• You know how to deal with ambiguity and be able to navigate through it with perseverance, a positive mentality and a point of view; We’re still growing and learning and will look to you to help us establish and evolve processes