Senior Manager of Customer Success

MongoDB Inc.; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

MongoDB Inc. is seeking an experienced and results-oriented people leader to grow our Customer Success program.

You will recruit, coach, mentor and develop both our high-touch and tech-touch CS teams to positively impact customers, develop skills, and grow their careers. You’ll define and drive a set of metrics, lead quarterly targets, and build initiatives that boost customer retention, expansion, satisfaction and product adoption while partnering across Sales, Marketing, Support and Product to

Qualifications

• Bachelor’s degree required.
• 3–4 years of management experience in customer success or account management.
• Experience hiring, developing and mentoring teams.

Responsibilities

• Recruit, mentor and develop individuals on the CSM team.
• Define and lead a set of analytics to guide team direction; deliver quarterly targets.
• Build initiatives to grow customer retention, expansion, satisfaction and product adoption.
• Maintain executive presence and relationships across MongoDB teams and offices.
• Ramp up in 3 months, hire to 90% capacity in 6 months, meet 12-month hiring plan.

Skills

People leadership

Recruitment and coaching

Analytics and metrics

Cross-functional collaboration

Communication

Strategic planning

Time management

Education

Bachelor’s degree

Job description

• MongoDB 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 MongoDB, 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 MongoDB
• 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 MongoDB teams, organizations and offices
• 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

An adaptive mentality; You love an ever-changing environment where you are constantly improving yourself, the team and your processesHigh organization in your workflows; To lead and execute efficiently, you’ll need to be a specialist in prioritization and time managementOutstanding verbal and written communication skills with the ability to present to a diverse audience both internally and externallyA Bachelor’s degree combined with 3-4 years of management experience, preferably in a customer success or account management capacityA mind for technology; We’ll teach you all about MongoDB and databases, but our users and products are inherently technical; You should be tooYou have experience in working and collaborating with internal and external partners with diverse cultural and professional backgroundsA 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 marketExperience or aptitude for learning enterprise infrastructure technologies; exposure to MongoDB or NoSQL databases is a plus, but not requiredA proven track record and experience with fast-growing teams, using data to drive initiatives and guide your decision making processesPassion for and experience in hiring, developing and managing a team of individual contributors; Your team and their success are your top priorityYou 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