Senior Customer Success Manager

<p>Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps MongoDB at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment.</p> <p>We are looking to speak to candidates who are based in Chicago, IL for our hybrid working model.</p> <h3>The Role</h3> <p>As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross-functional resources to achieve high-stakes business goals. You’ll drive customer retention, revenue realization, and long-term advocacy while mentoring team members to elevate the organization's collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high-pressure scenarios.</p> <h3>Key Responsibilities</h3> <p><strong>Customer Advisory</strong></p> <ul> <li>Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding to achieve their business goals through their MongoDB deployments</li> <li>Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy</li> </ul> <p><strong>Account &amp; Portfolio Management</strong></p> <ul> <li>Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success</li> <li>Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales team</li> <li>Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI fluency to e