DirecciónWe are looking for a motivated, hardworking and hands-on Customer Success Manager (CSM) to help our customers realize and improve the value of their MongoDB subscription and services.
Individuals in this role have a passion for technology and the ambition to dive head-first into new challenges with some of our largest global customers;
are adaptive and excited to help innovate with new processes and contribute to what’s already been built. We’re looking for someone who thrives by having daily interactions with customers who are innovating with one of the most mission-critical pieces of software in any tech stack.
The Customer Success team at MongoDB is responsible for establishing relationships and becoming a trusted advisor and go-to person for best practices, and to help remove roadblocks or challenges for customers.
We are an integral part of our customer’s success with MongoDB and bring value to every interaction - from onboarding and product adoption to growth.
This role will report to the Regional Manager, Customer Success.
Our ideal candidate will have
- Proven experience working in a Customer Success, Account Management, or similar customer-focused role
- Experience with large-scale, technologically sophisticated, Enterprise-scale customers in a fast paced SaaS environment
- A mind for technology! We’ll teach you all 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 and how you can position product value to our customers
- Prior exposure to database, cloud and infrastructure technology is a plus
- High levels of organization in your workflows - you understand what it means to be responsible for a strategic customer portfolio and to prioritize your time across all of your customers
- A passion for partnership and collaboration! You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, Professional Services) and will help to build the CS brand across our entire organization
- Outstanding verbal and written communication skills, with the ability to present to technical and business stakeholders, both internally and externally
- Proficiency in German language skills is required for this role
Position Expectations
- Build meaningful and strategic relationships with customers across various stakeholders, working closely with other MongoDB partners
- Lead customer and project onboarding experience, validating and identifying customer needs, potential challenges, and key project timelines to ensure we’re meeting expectations
- Promote and encourage implementation of paid MongoDB features across your assigned customer portfolio
- Proactively and early identify and mitigate risk of churn
- Ensure high customer satisfaction and referenceability
- Help to develop and implement standard methodologies, processes, and tools to continually improve MongoDB’s Customer Success Program
A successful CSM will have the following skills
- Risk Mitigator - identifying technical or business blockers to success for customers and proactively mitigate them by rallying the necessary resources
- Personal Trusted Advisor - recommending standard and advanced methodologies in order to make customers successful
- Account Strategist - understand where the customer’s business and align account strategy accordingly and in alignment with the customer
- Business Builder with an entrepreneurial mindset - finding opportunities for your customers to adopt new products, use cases across different business lines
