Role Overview

Join MongoDB as a Senior Customer Success Manager in San Francisco, California, and become the trusted advisor for our most strategic growth customers using the modern developer data platform. This hybrid role based out of our San Francisco office requires a technology enthusiast who thrives in ambiguity, operates autonomously, and maintains a relentless customer-centric focus. As the main point of contact for MongoDB end users, you'll leverage technical expertise and account management skills to lead cross-functional teams including Sales, Professional Services, and Solutions Architects.

MongoDB powers the world's leading applications with its flexible NoSQL database and MongoDB Atlas cloud platform. In this role, you'll help customers maximize value from their MongoDB deployments, optimize spend, and accelerate innovation. Perfect for experienced professionals passionate about Customer Success Management in SaaS environments with database and cloud technologies.

Key Responsibilities at MongoDB

• Act as a strategic advisor to customers, delivering guidance on MongoDB best practices, technology strategy, and optimization of their technical environment and MongoDB spend.
• Run enablement sessions independently or with MongoDB team members to position product features and accelerate customer time to value and growth.
• Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on building stronger products and go-to-market strategies.
• Serve as the critical link between customers and product engineering, shaping the future roadmap by acting as the Product team's eyes and ears in the field.
• De-escalate and resolve critical issues like customer outages with financial impact or custom MongoDB implementations for mission-critical applications.
• Build and execute account plans spanning 3+ quarters to mitigate risk and drive expansion across your portfolio of strategic accounts.
• Lead in-person executive business reviews interfacing with C-suite executives and technical leaders to align on business objectives and mutual success plans.
• Drive strategic internal projects to build the Customer Success program, creating best practices, processes, and enablement for the broader organization.
• Document all interactions in Gainsight and Salesforce.com, forecast churn/growth, and manage relationships with Sales Leadership and Account Executives.
• Analyze MongoDB Atlas signals to identify healthy/unhealthy accounts and evolve engagement strategies as our platform advances.

Qualifications & Requirements

Our ideal Senior Customer Success Manager brings a proven track record in high-impact customer roles. Key qualifications include:

• 7+ years in Customer Success, Account Management, Client Services, or similar customer-centric roles.
• Demonstrated passion for customer advocacy, acting as an extension of their team within MongoDB.
• Strong technical aptitude and curiosity for databases, MongoDB, cloud infrastructure, and NoSQL technologies (prior exposure a plus).
• Proven ability to operate with high autonomy, owning portfolios, making escalation decisions, and de-risking issues.
• Entrepreneurial mindset to innovate processes and build new practices for emerging customer segments.
• Exceptional collaboration skills across Sales, Professional Services, Tech Services, and the MongoDB ecosystem.
• Experience with Salesforce, Gainsight, executive presentations, and strategic account planning.

Salary & Benefits

The estimated salary range for this Senior Customer Success Manager role at MongoDB in San Francisco is $165,000 - $225,000 USD annually, plus competitive equity, performance bonuses, and comprehensive benefits. Actual compensation depends on experience, location, and qualifications.

MongoDB offers industry-leading perks including:

• Competitive Equity in our high-growth public company
• Wellness Programs with mental health and fitness support
• MongoDB University - unlimited free training and certifications
• Global Family Leave for all parents
• 401(k) matching and Employee Stock Purchase Plan
• Hybrid flexibility from our San Francisco office
• Unlimited PTO and flexible vacation
• Annual learning stipend and professional development

Why Join MongoDB?

MongoDB is the leading modern developer data platform trusted by Fortune 100 companies and innovative startups alike. As a Senior Customer Success Manager, you'll work with strategic customers building mission-critical applications on MongoDB Atlas, our fully managed cloud database service. Enjoy the autonomy to shape customer outcomes, influence product roadmaps, and grow your career in a collaborative, high-impact environment.

Our San Francisco team embodies MongoDB's culture of innovation, customer obsession, and technical excellence. With exposure to C-suite leaders, cutting-edge NoSQL technology, and cross-functional impact, this role offers unparalleled professional growth.

How to Apply

Ready to drive customer success at MongoDB? Apply now for the Senior Customer Success Manager position in San Francisco! Submit your resume and tell us why you're passionate about MongoDB and customer success. We review applications on a rolling basis and move quickly for top talent. Join us in powering the next generation of applications with the world's most flexible database platform.

This job description was last updated for MongoDB careers in San Francisco. MongoDB is an equal opportunity employer.