Senior Customer Success Manager

AlleyCorp; Chicago (IL); On-site; USD 87,000 - 172,000; Full time

Benefits offered by this job

Equity

Flexible paid time off

Mental health counseling

Transgender-inclusive health insurance

Job summary

Insider, Inc. is hiring a Senior Customer Success Manager in Chicago who will act as a key advisor for Enterprise accounts. Your role involves maximizing customer lifetime value by building strong relationships and mentoring team members.

Ideal candidates should have 7 to 10+ years in technical customer success roles, focusing on delivering value and driving customer retention. The position offers a competitive salary range of $87,000–$172,000 USD along with comprehensive benefits.

Qualifications

• 7 to 10+ years in a technical customer-facing role.
• 4+ years accountable for customer health and revenue.
• Excellent verbal and written communication skills.

Responsibilities

• Proactively identify and mitigate risks in accounts.
• Conduct comprehensive customer business reviews.
• Track and report progress against key business outcomes.

Skills

Technical Customer Success

Solutions Architecture

Excellent communication

Customer advocacy

Education

Bachelor’s degree in Computer Science or STEM

Job description

The Role

As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross‑functional resources to achieve high‑stakes business goals. You’ll drive customer retention, revenue realization, and long‑term advocacy while mentoring team members to elevate the organization’s collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high‑pressure scenarios.

Key Responsibilities

Customer Advisory

• Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. Deliver cross‑disciplinary solutions to critical customer challenges, accelerating time‑to‑value and guiding to achieve their business goals through their MongoDB deployments.
• Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business‑critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long‑term advocacy.

Account & Portfolio Management

• Drive cross‑functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise 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, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales team.
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions.

Internal Collaboration & Customer Advocacy

• Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long‑term health and value realization.
• Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization.
• Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge‑sharing across the region.

What You Will Bring

• Relevant Experience: 7 to 10+ 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: 4+ years experience being accountable for customer health and revenue realization for Enterprise customers.
• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C‑suite.
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

Benefits and Compensation

MongoDB’s base salary range for this role in the U.S. is: $87,000–$172,000 USD. 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 here and the benefits are only applicable to U.S.-based candidates.

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.