Senior Customer Success Manager

Neura Market; Berlin; Vor Ort; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

MongoDB is seeking a Customer Success Manager in Germany to act as the strategic advisor for key accounts, guiding technical success and adoption of MongoDB products. You will align Sales, Professional Services, and Solutions Architects to deliver account plans and drive growth, while maintaining a customer‑centric approach.

You will own complex portfolios, escalate to executives when needed, and collaborate across teams to optimize outcomes.

Qualifikationen

• 7+ years in customer‑centric roles for a technical product (ideally consumption based).
• 4+ years accountable for customer health and revenue realization for a defined book of business.
• Advocate on behalf of customers as an extension of MongoDB's team.
• Passion for learning MongoDB and database concepts.
• Autonomy to own customer portfolio and make key decisions.
• Entrepreneurial mindset, able to build processes to serve a customer segment.
• Team collaboration with Sales, Professional Services, Tech Services, and MDB ecosystem.
• Continuing technical education (MongoDB DBA track, hyperscaler certs).
• Exposure to database, cloud, and infrastructure tech is a plus.

Aufgaben

• Serve as strategic advisor to customers on MongoDB best practices and overall technology strategy.
• Guide customers through the journey to accelerate value from MongoDB and oversee the technical success plan.
• Identify and mitigate risks with custom remediation plans for complex accounts.
• Facilitate resolution of high‑stakes challenges and identify expansion opportunities.
• Provide feedback to Product/Leadership on signals from MongoDB Atlas.
• Act as link between customers and product engineering to shape the roadmap.
• Lead executive reviews with C‑suite and technical leaders to align objectives.
• Document interactions in Gainsight and Salesforce; mentor junior team members.

Kenntnisse

Customer success

Technical account management

Portfolio management

Autonomy

Executive communication

German language

English language

Cross-functional collaboration

Tools

Gainsight

Salesforce

Cloud/databases

Jobbeschreibung

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 also become a main point of contact for MongoDB end users by leveraging your technical and account management skills as well as acting as the account team leader across Sales, Professional Services, Solutions Architects, etc.

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

Our ideal candidate will have

• 7+ years experience working in Customer Success, Technical Account Management, Professional Services or other similarly customer‑centric role for a technical product (ideally consumption based)
• 4+ years experience being accountable for customer health and revenue realization for a defined book of business/portfolio of accounts for Forbes Global 2000 customers
• 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, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or C‑suite in customer escalations, how to de‑risk or de‑escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc.
• An entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment
• A team player approach and passion for collaboration - this role will work with some of our most strategic growth customers so must align closely to Sales, Professional Services, Tech Services, and the broader MDB ecosystem
• Demonstrated continuing technical education (e.g., MongoDB DBA track, hyperscaler certifications)
• Prior exposure to database, cloud, and infrastructure technology is a plus

On a given day in this role you will

• Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal MongoDB team members, advising the customer on strategies to optimize their technical environment or current spend with MongoDB, positioning and recommending product features and best practices to accelerate customers time to value and growth
• Guide customers through the customer journey to accelerate their time‑to‑value from MongoDB, overseeing the technical success plan from committed ARR to active consumption. Includes advising customers on on their deployment health & strategies for operating and maturing their MongoDB environments
• Proactively identify and mitigate technical risks for complex accounts by designing custom remediation plans and implementing best practices to pre‑empt critical issues.
• Facilitate the resolution of high‑stakes customer challenges while identifying strategic opportunities to expand MongoDB usage through optimized technical solutions.
• Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how MongoDB can build a stronger product and go to market organization
• Act as the link between our customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of our product by acting as the Product team’s eyes and ears in this field
• De‑escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB; this could include anything from navigating a customer outage that has a financial impact on their business, to helping an application team devise a custom MongoDB solution or implementation for their critical application, no day is the same
• Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio
• Lead in‑person executive business reviews for strategic customers in your portfolio, including interfacing with C‑suite executives and other technical leaders to align to business objectives and agree to a mutual success plan
• Work on strategic internal projects to help build the Customer Success program; our expectation is that anyone in this role has strong business acumen and the ability to create and teach best practices, new process, and enablement to the broader organization
• Document all customer interactions in internal systems, including Gainsight and Salesforce.com
• Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts; as our product evolves, we’ll need to be constantly adjusting our engagement strategies based on these signals, which you’ll be in the best position to identify and share back with internal teams
• Manage the relationship with Sales Leadership and Account Executives in your territory, including reporting on business performance, training on best practices, and rolling out program updates to ensure sales people and leaders are abreast of best practices for interacting with Customer Success
• Forecast expected churn and growth to your senior leadership team
• Help interview, onboard and ramp new team members - as a more senior team member you will have an immediate role in who joins the team
• Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow
• Fluent level of German and English

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.