Senior Customer Success Manager - Switzerland (French / German)

MongoDB; Zürich; Hybrid; CHF 100’000 - 130’000; Vollzeit

Zusammenfassung

MongoDB seeks a passionate Customer Success Manager based in Zurich. The role involves guiding customers on MongoDB best practices, managing accounts, and driving customer satisfaction while collaborating across teams. Ideal candidates should have extensive customer success experience, technical aptitude, and strong communication skills in French and ideally German.

Qualifikationen

• 7+ years in Customer Success or similar role.
• Background in technology advocacy.
• Prior exposure to database, cloud, or infrastructure technology is a plus.

Aufgaben

• Serve as a strategic advisor to customers on MongoDB best practices.
• Gather feedback and inform internal teams on product improvements.
• Act as a liaison to develop solutions and influence the product roadmap.

Kenntnisse

Customer-centric approach

Account management skills

Technical aptitude

Entrepreneurial mindset

Collaboration

Fluency in French

Ideally fluent in German

Jobbeschreibung

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program. In this role, you will become a main point of contact for MongoDB end users by leveraging your technical and account management skills and acting as the account team leader across Sales, Professional Services, Solutions Architects, etc.

We are looking to speak to candidates who are based in Zurich for our hybrid working model.

Our ideal candidate will have :

• 7+ years experience working in Customer Success, Account Management, Client Services or other similarly customer-centric role
• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within MongoDB
• A mind for technology - we’ll teach you 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
• The ability to act with a high level of autonomy, taking full ownership of your customer portfolio and making key decisions to drive effective customer outcomes; including when to involve our executive team or C-suite in escalations, de-risk or de-escalate issues, and advocate internally including sales and professional services
• An entrepreneurial mindset - you will need to deviate from established procedures and often build new processes or practices to serve this customer segment effectively
• Team spirit and a passion for collaboration - working closely with Sales, Professional Services, Tech Services, and the broader MongoDB ecosystem
• Prior exposure to database, cloud, and infrastructure technology is a plus
• Fluent in French and ideally German

On a typical day, you will :

• Serve as a strategic advisor to your customers, providing guidance on MongoDB best practices and their overall technology strategy; this may include running enablement sessions and advising on optimization strategies
• Gather feedback and identify roadblocks to inform internal teams on product improvements and go-to-market strategies
• Act as a liaison between customers and product engineering to develop innovative solutions and influence the product roadmap
• Resolve critical customer issues and complaints, finding solutions that balance customer satisfaction and MongoDB’s interests
• Build and execute account plans to mitigate risks and drive growth over multiple quarters
• Lead in-person executive business reviews, engaging with C-suite and technical leaders to align on business objectives and success plans
• Contribute to internal projects to enhance the Customer Success program and share best practices
• Document all customer interactions in internal systems like Gainsight and Salesforce
• Provide feedback on customer health signals to leadership to adapt engagement strategies
• Manage relationships with Sales Leadership and Account Executives, including reporting and training
• Forecast churn and growth metrics to senior leadership
• Participate in interviewing, onboarding, and training new team members
• Lead by example in team meetings, enablement sessions, and certifications to foster growth among peers