MongoDB and Customer Success
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.
Customer Success Manager
The Role
As a Customer Success Manager, you are the trusted advisor helping customers navigate their journey on MongoDB. You'll be responsible for maximizing customer lifetime value and success for a portfolio of accounts, acting as a strategic connector between your customers and the right resources at the right time to achieve their unique business goals. You'll drive customer retention, revenue realization, and advocacy. You'll build deep relationships, understand customer needs inside and out, and seamlessly navigate account team and internal resources to deliver real, measurable impact where your customers need it most.
We are looking to speak to candidates who are based in Tokyo for our hybrid working model.
Key Responsibilities
Customer Advisory
- Proactively identify risks and ensure deployment health by advising on best practices and operational strategies. Deliver optimal solutions to critical customer challenges, accelerating time-to-value and guiding customers to achieve their business goals through their MongoDB deployments.
- Conduct comprehensive customer business reviews, analyzing technical health and operational performance while translating insights into value-based outcomes. Partner with technical and business leaders to align on objectives and champion mutual success plans that foster growth and retention.
Account & Portfolio Management
- Own elements of the account plan that drive customer maturity and lifetime value, retention, and revenue realization. Proactively manage a portfolio of customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success.
- Track and report progress against key business outcomes, forecast revenue retention and realization to senior leadership for business predictability, and identify new opportunities to expand customer impact, collaborating with presales teams to support growth.
- Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI-driven tools to streamline daily workflows, improve productivity, and optimize customer success outcomes.
Internal Collaboration & Customer Advocacy
- Amplify the voice of the customer within MongoDB, leveraging customer insights to inform MongoDB's product roadmap and coordinate across Sales, Product, Services, Support, and Training teams to drive customer health, satisfaction, and value realization.
- Connect customers with the right internal resources, including Marketing programs and Executive Sponsor engagement, while contributing learnings from customer interactions to strengthen team success and maximize customer value.
What You Will Bring
- Relevant Experience: 5 to 7+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product
- Accountability: 3+ years experience being accountable for customer health and revenue realization for a defined book of business for Enterprise/High Tech customers
- Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes
- Education: Bachelor's degree in Computer Science, STEM, or equivalent technical work experience
About MongoDB
MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB's unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.
With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we're powering the next era of software.
Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It's what makes us MongoDB.
To drive the personal growth and business impact of our employees, we're committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees' wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it's like to work at MongoDB, and help us make an impact on the world!
MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
MongoDB is an equal opportunities employer.
MongoDB's Mission and the Role of Customer Success
MongoDB's mission is to unleash the power of software and data, enabling innovators to create, transform, and disrupt industries. We help organizations of all sizes modernize legacy workloads, embrace innovation, and harness the full power of AI, so they can easily build, scale, and run modern applications.
Our developer data platform, MongoDB Atlas, is the industry's only globally distributed, multi-cloud database, available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. With Atlas, customers can build and run applications anywhere, whether on-premises or across different cloud providers. We have offices around the world, and more than 175,000 new developers register each month. Many companies, from major enterprises such as Samsung and Toyota to AI innovators such as Delivery Hero and LG U+, trust MongoDB to build their next generation of AI-driven applications.
Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business knowledge with technical expertise, Customer Success keeps MongoDB at the center of our customers' technology strategy and supports every customer in realizing the full potential of their investment.
Open Position: Customer Success Management (The Role)
The Customer Success Manager (CSM) is a trusted advisor, supporting customers on their journey to using MongoDB.
You will be responsible for maximizing the lifetime value and success of the customer accounts in your portfolio, serving as a strategic partner who connects customers with the right resources at the right time to achieve their unique business goals. You will also drive customer retention, revenue realization, and customer advocacy.
You will build deep trust with customers, thoroughly understand their needs, and smoothly leverage account teams and internal resources to deliver clear, tangible impact where customers need it most.
[Work Style] Hybrid work (open to candidates who can commute to the Tokyo office)
Key Responsibilities
Customer Advisory
- Proactive risk identification and operational optimization: By advising on best practices and operational strategies, you will proactively identify risks and keep system deployments healthy. By delivering optimal solutions to critical customer challenges, you will shorten time-to-value and guide customers to achieve their business goals through MongoDB deployments.
- Business reviews and turning insights into outcomes: Conduct comprehensive business reviews (such as QBRs), analyze technical health and operational performance, and turn the resulting insights into 'value-based outcomes.' Work with technical and business leaders to align on objectives and drive a Mutual Success Plan that promotes growth and customer retention.
Account & Portfolio Management
- Customer maturity and LTV growth: Drive the account plan that improves customer proficiency, customer lifetime value (LTV), retention, and revenue realization. Proactively manage portfolio customers at various stages, and create and execute strategies to maximize value realization, promote continued use, and ensure long-term success.
- Progress management and creating growth opportunities: Track and report progress against key business outcome metrics, and report revenue retention and realization forecasts to senior management to improve business predictability. In addition, identify new opportunities to expand customer impact and support further growth in collaboration with presales teams.
- Accurate data management and use of AI tools: Maintain detailed data management in internal systems, achieving accurate centralized management of customer insights and accurate territory analysis. Use AI tools to streamline daily workflows, improve productivity, and optimize customer success outcomes.
Internal Collaboration & Customer Advocacy
- Bringing the customer's voice inside: As the 'voice of the customer' within MongoDB, reflect customer insights in the product roadmap. Work with Sales, Product, Professional Services, Support, Training, and other teams to drive customer health, satisfaction, and value realization.
- Matching customers with the right resources: Connect customers with the best internal resources, including marketing programs and Executive Sponsor engagement. At the same time, share learnings from customer interactions with the team to strengthen overall team success and maximize customer value.
Skills and Experience Sought (What You Will Bring)
- Practical experience: 5 to 7+ years in customer-facing technical roles (such as Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, and Technical Account Management) for products requiring advanced technical expertise (consumption-based products preferred).
- Accountability: 3+ years of experience owning a customer portfolio for enterprise or high-tech companies, with responsibility for customer health and revenue realization.
- Communication skills: Excellent verbal and written communication skills that can influence and drive decisions across both technical and business outcomes.
- Education and background: A bachelor's degree in computer science or a STEM field (science, technology, engineering, or mathematics), or equivalent technical work experience.
About MongoDB
MongoDB is built to respond to change, and supports customers and employees in innovating at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries through software. MongoDB's unified database platform, the most widely used globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and harness the full power of AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.
With offices around the world and more than 60,000 customers, including 75% of the Fortune 100 and AI-native startups that entrust MongoDB with their most important applications, we are driving the next era of software.
The guiding principle of MongoDB is our Leadership Commitment, which provides guidelines for how and why we make decisions, how we support one another, and how we win. This is the core value that defines MongoDB.
To support the personal growth and business contribution of our employees, we are committed to building a culture where everyone supports one another and can thrive. From employee affinity groups (internal communities) to fertility support and a generous parental leave system, we value our employees' well-being and want to support every step of their careers and personal lives. Learn what it's like to work at MongoDB, and join us in making an impact on the world!
MongoDB is committed to providing reasonable accommodations for people with disabilities during its application and interview process. If you would like an accommodation due to a disability, please let your recruiter know.
MongoDB is an Equal Opportunity Employer.
Requisition ID3273511231