Role Overview

Join MongoDB as a Senior Customer Success Manager and become the trusted advisor for our most strategic growth customers using the modern developer data platform. Based in New York City, New York or Philadelphia, Pennsylvania, this role offers flexibility from our NYC office while driving customer success with MongoDB Atlas, the fully managed NoSQL cloud database service. You'll thrive in high-ambiguity environments, leveraging technical expertise and account leadership to act as the main point of contact across Sales, Professional Services, and Solutions Architects.

As a leader in customer success, you'll own strategic customer portfolios, de-escalate critical issues, and shape MongoDB's product roadmap through direct customer feedback. This is perfect for experienced professionals passionate about NoSQL databases, cloud infrastructure, and building scalable customer programs in a fast-paced SaaS environment.

Key Responsibilities at MongoDB

On a daily basis, you'll dive deep into customer challenges and opportunities with MongoDB's modern data platform:

• Act as a strategic advisor, running enablement sessions on MongoDB best practices and optimizing customers' technical environments and spend.
• Collect and relay customer feedback to Product, Professional Services, and Leadership to strengthen MongoDB's go-to-market strategy.
• Bridge customers and product engineering, serving as the Product team's eyes and ears to influence the future roadmap.
• De-escalate critical issues like outages with financial impact or custom MongoDB implementations for mission-critical applications.
• Develop and execute account plans projecting 3+ quarters out to mitigate risk and drive expansion.
• Lead in-person executive business reviews with C-suite executives, aligning on mutual success plans.
• Drive strategic internal projects to build the Customer Success program, creating best practices and enablement materials.
• Monitor MongoDB Atlas signals to identify healthy/unhealthy accounts and adjust engagement strategies.
• Collaborate with Sales Leadership, providing training, performance reporting, and program updates.
• Forecast churn and growth for senior leadership and contribute to hiring/onboarding new team members.

Qualifications & Requirements

Our ideal Senior Customer Success Manager brings:

• 7+ years in Customer Success, Account Management, or similar customer-centric roles.
• Demonstrated passion for customer advocacy, acting as an extension of their team within MongoDB.
• Technical mindset with aptitude for MongoDB, NoSQL databases, cloud, and infrastructure (prior exposure a plus).
• Proven autonomy to own portfolios, make escalation decisions, and resolve conflicts.
• Entrepreneurial spirit to innovate processes for emerging customer segments.
• Strong collaboration skills across Sales, Services, and the MongoDB ecosystem.

This role demands business acumen, technical curiosity, and the ability to interface with executives while documenting everything in Gainsight and Salesforce.

Salary & Benefits

Earn a competitive salary range of $165,000 - $225,000 USD base (plus equity and bonuses) for this senior role in New York City. MongoDB offers industry-leading perks:

• Competitive Equity in our high-growth public company.
• Wellness Programs with mental health and fitness reimbursements.
• MongoDB University for free certification and skill-building.
• Global Family Leave and flexible parental policies.
• Comprehensive health coverage, 401(k) matching, and home office stipends.
• Unlimited PTO, learning budgets, and company retreats.

Why Join MongoDB?

MongoDB powers modern applications with its flexible document database, Atlas cloud platform, and tools for developers building at scale. As a Senior Customer Success Manager, you'll work with innovative customers leveraging MongoDB for AI/ML, real-time analytics, and scalable apps. Enjoy a collaborative culture, cutting-edge tech stack, and impact on millions of developers worldwide. Based near New York City, you'll contribute to building the future of data platforms while advancing your career in customer success.

Stand out with skills in Customer Success for SaaS, MongoDB Atlas optimization, and technical account management. MongoDB is committed to diversity and equal opportunity.

How to Apply

Ready to drive customer success at MongoDB? Apply now for the Senior Customer Success Manager role in New York City, New York! Submit your resume highlighting Customer Success experience, technical aptitude, and achievements in account growth. Join our team transforming how developers build with NoSQL and cloud databases. Don't miss this opportunity—positions fill quickly!