Strategic Customer Success Manager

AlleyCorp; Philadelphia (Philadelphia County); On-site; USD 115,000 - 226,000; Full time

Job summary

MongoDB is seeking a Strategic Customer Success Manager to serve as a trusted advisor to our most strategic accounts, guiding multi-year IT transformations and maximizing customer value. You will lead cross-functional efforts with CIO/CTO stakeholders, drive retention, proactive consumption, and executive advocacy across a global book, while aligning MongoDB capabilities with long-term IT roadmaps.

The ideal candidate has 9–12+ years in technical customer-facing roles and a BS in Computer

Qualifications

• 9–12+ years in a technical customer-facing role
• Experience handling strategic accounts with revenue impact
• Strong executive communication and influence at the C-suite level
• Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

Responsibilities

• Proactively identify and mitigate consumption risks with architectural guidance and success metrics.
• Conduct business reviews with CIO/CTO-level stakeholders to align joint roadmaps and outcomes.
• Lead cross-functional account programs, allocate resources, and drive global revenue realization.
• Maintain accurate customer insights in internal systems and drive AI-enabled best practices across regions.

Skills

Technical Customer Success

C-suite communication

Strategic account management

Cross-functional collaboration

Education

Bachelor's degree in Computer Science STEM or equivalent

Tools

CRM systems

Job description

The Role

As a Strategic Customer Success Manager, you are a trusted technical and business advisor helping our most significant strategic accounts navigate their long-term roadmaps on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a book of G2000 business, acting as a strategic partner to C-suite and technical leaders to align MongoDB’s capabilities with their multi-year IT transformations. You’ll drive customer retention, proactive consumption, and executive-level advocacy. You’ll build deep relationships with CIO/CTO personas, understand the nuances of complex market challenges, and orchestrate global resources to deliver transformative business value where your customers need it most.

Key Responsibilities

Customer Advisory

• Proactively identify and mitigate complex consumption risks by combining technical goals with success metrics and advising on sophisticated architectural strategies. Deliver optimal solutions for significant strategic accounts, accelerating time-to-value and guiding customers to achieve high-stakes business goals through their MongoDB roadmap
• Conduct comprehensive customer business reviews for complex accounts, analyzing technical health and operational performance while translating insights into strategic value-based outcomes. Partner with C-suite and technical leaders to align on objectives and champion alignment of joint roadmaps that foster significant database growth

Account & Portfolio Management

• Lead the cross-functional development of comprehensive account programs, outlining key deliverables and resource allocations that drive customer maturity and global revenue realization. Proactively manage a portfolio of the company’s most significant strategic accounts, developing and executing high-impact strategies to maximize value realization, executive advocacy, and long-term success
• Track and report progress against strategic outcomes, provide high-precision forecasting for high-value portfolios to senior leadership, and identify data patterns to drive growth and support presales expansion
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Use AI-driven innovation to scale best practices globally, transform consumption patterns, and create advanced technical solutions for strategic accounts

Internal Collaboration & Customer Advocacy

• Serve as the strategic voice of the customer within MongoDB, leveraging insights from complex environments and unique use cases to directly influence the product roadmap and coordinate cross-functional execution
• Connect customers with the right internal resources, including high-level Marketing programs and Executive Sponsor alignment, while leading collaborative learning sessions to ensure MongoDB maximizes value for our most significant accounts
• Orchestrate complex cross-functional initiatives, such as global migrations and modernization factories, by directing dedicated account teams to enable consumption growth

What You Will Bring

• Relevant Experience: 9 to 12+ 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: 6+ years experience being accountable for customer health and revenue realization for a defined book of strategic G2000 business
• Communication: Excellent verbal and written skills with the proven ability to influence technical and business outcomes at the C-suite level without direct authority.
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

About MongoDB

MongoDB 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. MongoDB’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, MongoDB 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 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

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

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

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:

$115,000 — $226,000 USD