Strategic Customer Success Manager

<p>MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.</p> <h3>Role: Strategic Customer Success Manager </h3> <p>The database market is massive (IDC estimates it to be $170B+ by 2028!) and MongoDB is at the head of its disruption. At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.</p> <p>Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. This is a relatively new role at MongoDB, so 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. </p> <p>We are looking to speak to candidates who are based in Dublin for our hybrid working model.</p> <p>Our ideal candidate will have</p> <ul> <li>9+ years experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role. </li> <li>6+ years of experience working within or supporting the UK public sector</li> <li>A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers team within MongoDB</li> <li>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</li> <li>The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services</li> <li>Demonstrated experience building relationships and delivering value to technical decision makers, economic buyers, and executives (CTO, CIO)</li> <li>An entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment</li> <li>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</li> <li>Technical product experience or education, software development experience preferred, certifications preferred</li> <li>Proven experience contributing to global CS programs</li> <li>Bachelor's degree, technical degree preferred, MS preferred</li> <li>Candidate is based in the UK (preferably London)</li> <li>This role requires active enhanced Developed Vetting (eDV) security clearance</li> </ul> <h3>On a given day in this role you will:</h3> <ul> <li>Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal MongoDB team members, advising the customer on strategies to optimize their technical environment or current spend with MongoDB, positioning and recommending product features and best practices to accelerate customers time to value and growth</li> <li>Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how MongoDB can build a stronger product and go to market organization</li> <li>Act as the link between our customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of our product by acting as the Product team’s eyes and ears in this field</li> <l