Customer Success Manager

AlleyCorp; Boston (MA); On-site; USD 81,000 - 160,000; Full time

Benefits offered by this job

Flexible paid time off

20 weeks fully-paid gender-neutral parental leave

401(k) plan

Mental health counseling

Transgender-inclusive health insurance

Job summary

MongoDB is seeking a Customer Success Manager based in Boston to be the trusted advisor to customers, overseeing a portfolio and maximizing their success. This role involves conducting business reviews, managing strategies for customer retention, and collaborating internally to ensure client satisfaction.

The ideal candidate has 5 to 7+ years of relevant experience in a technical customer-facing role and excellent communication skills. MongoDB offers a hybrid working model and an extensive benefits package.

Qualifications

• 5 to 7+ years in a technical customer-facing role.
• 3+ years accountable for customer health and revenue.
• Excellent verbal and written communication skills.

Responsibilities

• Maximize customer lifetime value and success.
• Own elements of the account plan to drive success.
• Track and report progress against business outcomes.

Skills

Technical Customer Success

Solutions Architecture

Communication skills

Accountability for customer health

Education

Bachelor’s degree in Computer Science or 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 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're looking to speak with candidates based in Boston 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.

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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully‑paid gender‑neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender‑inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB’s base salary range for this role in the U.S. is:

$81,000—$160,000 USD