Strategic Customer Success Manager

Socket.dev

Toronto

Hybrid

CAD 130,000 - 180,000

Full time

6 days ago

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Benefits offered by this job

Equity

Employee stock purchase program

Flexible paid time off

20 weeks parental leave

Fertility assistance

RRSP with employer match

Mental health counseling

Backup child and elder care

Health, dental, and vision benefits

Job summary

MongoDB is seeking a Strategic Customer Success Manager based in Toronto for a hybrid work model. You will serve as a trusted technical and business advisor guiding multi-year roadmaps and aligning MongoDB capabilities with IT transformations.

In this role you’ll drive retention, proactive consumption, and executive-level advocacy, building relationships with CIO/CTO stakeholders and coordinating global resources to deliver measurable business value.

Qualifications

9 to 12+ years in a technical customer-facing role, ideally consumption-based product.
6+ years accountable for customer health and revenue in a strategic G2000 book.
Excellent verbal and written communication with ability to influence at C-suite level.
Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

Responsibilities

Proactively identify and mitigate complex consumption risks while advising on architectural strategies.
Conduct comprehensive business reviews and align executive stakeholders on objectives and joint roadmaps.
Lead cross-functional account programs to maximize value realization and long-term success.
Maintain accurate data in internal systems and drive global best practices with AI-enabled insights.

Skills

Technical CS experience

C-suite communication

Strategic account management

Relationship building

Education

Bachelor's degree in CS/STEM

Job description

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.

The Role

As a Strategic Customer Success Manager, you are a trusted technical and business advisor helping our most significant strategic accounts navigate their long‑term roadmaps on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a book of G2000 business, acting as a strategic partner to C-suite and technical leaders to align MongoDB’s capabilities with their multi-year IT transformations. You’ll drive customer retention, proactive consumption, and executive-level advocacy. You’ll build deep relationships with CIO/CTO personas, understand the nuances of complex market challenges, and orchestrate global resources to deliver transformative business value where your customers need it most.

We are looking to speak to candidates who are based in Toronto, ON for our hybrid working model.

Key Responsibilities

Customer Advisory

Proactively identify and mitigate complex consumption risks by combining technical goals with success metrics and advising on sophisticated architectural strategies. Deliver optimal solutions for significant strategic accounts, accelerating time-to-value and guiding customers to achieve high-stakes business goals through their MongoDB roadmap
Conduct comprehensive customer business reviews for complex accounts, analyzing technical health and operational performance while translating insights into strategic value-based outcomes. Partner with C-suite and technical leaders to align on objectives and champion alignment of joint roadmaps that foster significant database growth

Account & Portfolio Management

Lead the cross-functional development of comprehensive account programs, outlining key deliverables and resource allocations that drive customer maturity and global revenue realization. Proactively manage a portfolio of the company’s most significant strategic accounts, developing and executing high-impact strategies to maximize value realization, executive advocacy, and long-term success
Track and report progress against strategic outcomes, provide high-precision forecasting for high-value portfolios to senior leadership, and identify data patterns to drive growth and support presales expansion
Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Use AI-driven innovation to scale best practices globally, transform consumption patterns, and create advanced technical solutions for strategic accounts

Internal Collaboration & Customer Advocacy

Serve as the strategic voice of the customer within MongoDB, leveraging insights from complex environments and unique use cases to directly influence the product roadmap and coordinate cross-functional execution
Connect customers with the right internal resources, including high-level Marketing programs and Executive Sponsor alignment, while leading collaborative learning sessions to ensure MongoDB maximizes value for our most significant accounts
Orchestrate complex cross-functional initiatives, such as global migrations and modernization factories, by directing dedicated account teams to enable consumption growth

What You Will Bring

Relevant Experience: 9 to 12+ 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: 6+ years experience being accountable for customer health and revenue realization for a defined book of strategic G2000 business
Communication: Excellent verbal and written skills with the proven ability to influence technical and business outcomes at the C-suite level without direct authority
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 data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform 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 data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, 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 base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package.