Senior Manager, Customer Success

MongoDB Inc.; New York (NY); Hybrid; USD 140,000 - 200,000; Full time

Job summary

MongoDB Inc. in New York City is seeking an experienced people leader to grow our Customer Success program within a hybrid work model.

You will recruit, coach and advance both high-touch and tech-touch CS teams, partnering with Sales, Marketing, Support and Product to drive retention, expansion and adoption. You’ll develop talent, foster collaboration across functions, and implement scalable processes to support rapid growth.

Qualifications

• Passion for and experience in hiring, developing and managing a team of individual contributors; Your team and their success are your top priority.
• Proven track record with fast-growing teams, using data to drive initiatives and guide decision making.
• Tech-enabled mindset; comfortable with enterprise infrastructure technologies and Nosql databases.
• Strong prioritization and time-management skills to navigate ambiguity and drive outcomes.

Responsibilities

• People leadership: Recruit, mentor and develop individuals on the CSM team
• Execution: Define and lead a set of analytical metrics to guide the direction of the team; deliver against quarterly and long-term targets
• Build programs: Craft and execute initiatives to grow customer retention, expansion, satisfaction, and product adoption
• Executive presence and communication: Build and maintain relationships across the company teams and offices

Skills

Team leadership

Hiring and developing

Data-driven decisions

Cross-functional collaboration

Excellent communication

Education

Bachelor's degree

3-4 years management experience

Job description

The database market is massive (IDC estimates it to be $121B+ by 2025!) and the company is at the head of its disruption. At the company we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

the company is looking for an experienced and results-oriented people leader to help grow our Customer Success program. You will play a key role in the growth and success of the company, our customers and CS team members. Your team will be working directly with our customers, and you’ll help develop an outstanding program in one of its most exciting phases.

You will recruit and provide the coaching, mentoring and development that will enable both our high-touch and tech-touch Customer Success teams to positively impact customers, develop skills, and grow their careers over time. In addition to recruiting, retaining, and developing talent, you will also be responsible for crafting and executing initiatives to increase our customer retention and happiness, identify expansion opportunities, and promote customer adoption of the company.

We are looking to speak to candidates who are based in New York City for our hybrid working model.

We’re looking for someone with

• Passion for and experience in hiring, developing and managing a team of individual contributors; Your team and their success are your top priority

• A proven track record and experience with fast-growing teams, using data to drive initiatives and guide your decision making processes

• A mind for technology; We’ll teach you all about the company and databases, but our users and products are inherently technical; You should be too

• Experience or aptitude for learning enterprise infrastructure technologies; exposure to the company or NoSQL databases is a plus, but not required

• High organization in your workflows; To lead and execute efficiently, you’ll need to be a specialist in prioritization and time management

• You know how to deal with ambiguity and be able to navigate through it with perseverance, a positive mentality and a point of view; We’re still growing and learning and will look to you to help us establish and evolve processes

• A strong desire to embrace partnership and collaboration; You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc.) and helping to build the Customer Success “brand” across our entire organization and the market

• You have experience in working and collaborating with internal and external partners with diverse cultural and professional backgrounds

• An adaptive mentality; You love an ever-changing environment where you are constantly improving yourself, the team and your processes

• Outstanding verbal and written communication skills with the ability to present to a diverse audience both internally and externally

• A Bachelor's degree combined with 3-4 years of management experience, preferably in a customer success or account management capacity

Role Overview & Key Responsibilities

• People leadership: Recruit, mentor and develop individuals on the CSM team

• Execution: Define and lead to a set of analytical metrics to guide the direction of the team; deliver against quarterly and long-term targets

• Build programs: Craft and execute initiatives sought to grow customer retention, expansion, satisfaction, and product adoption

• Executive presence and communication: Build and maintain relationships across the company teams, organizations and offices

Success Measures

The Manager, Customer Success will be successful in this role when they can execute the following strategic tasks/responsibilities:

• In the first 3 months you’ll have ramped on our key CS processes and program, effectively completed our weeklong training bootcamp and started interviewing for new team members

• In 6 months, have hired your team to at least 90% capacity (as per hiring plan outlined to you). You’re actively mentoring and guiding the team through quarterly and monthly team goals and initiatives

• In 12 months you’ll have accomplished and are 100% on track for your team’s hiring plan, coach your individual contributors on the team efficiently, and are on achieving and exceeding your team goals for retention, expansion and customer satisfaction

About the company

the company 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. the company’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, the company 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 the company for their most important applications, we’re powering the next era of software.

Our compass at the company is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us the company.

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 the company, and help us make an impact on the world!

the company 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.

the company, 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.

the company’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 the company’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.

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