Strategic Customer Success Manager

Overview

MongoDB Madrid, Community of Madrid, Spain

Join to apply for the Strategic Customer Success Manager role at MongoDB . MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Atlas is a globally distributed, multi-cloud database available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas lets customers build and run applications anywhere—on premises or across cloud providers.

Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer-centric approach and helping to build our programs. In this role you will become a main point of contact for MongoDB end users by leveraging your technical and account management skills and acting as the account team leader across Sales, Professional Services, Solutions Architects, and more. This role is based in Madrid with a hybrid working model.

Responsibilities

• Work as a strategic advisor to customers, providing guidance on MongoDB best practices and their overall technology strategy.
• Lead enablement sessions, advise on strategies to optimize technical environments or current spend with MongoDB, and position product features to accelerate value and growth.
• Collect feedback and identify roadblocks from customers to inform internal teams (Product, Professional Services, Leadership) on product and go-to-market improvements.
• Serve as the link between customers and product engineering to help develop innovative solutions and contribute to the product roadmap.
• De-escalate and resolve critical customer issues, including outages or bespoke MongoDB implementations, ensuring the best outcome for both customer and MongoDB.
• Build and execute account plans to mitigate risk and drive growth over multi-quarter horizons.
• Lead in-person executive business reviews with C-suite and other leaders to align on objectives and mutual success plans.
• Contribute to strategic internal projects to strengthen the Customer Success program and share best practices across the organization.
• Document all customer interactions in internal systems (Gainsight and Salesforce.com).
• Provide feedback to leadership on signals from MongoDB Atlas that indicate customer health, and adjust engagement strategies accordingly.
• Manage relationships with Sales Leadership and Account Executives, including reporting on performance, training, and program updates.
• Forecast churn and growth to inform senior leadership.
• Help interview, onboard, and ramp new team members; as a senior member, contribute to hiring decisions.
• Act as a leader among peers, running enablement sessions, product certifications, and fostering growth in the team.

Qualifications

Benefits and Culture

We’re committed to developing a supportive and enriching culture for everyone, including employee affinity groups, fertility assistance, and a generous parental leave policy. MongoDB is committed to providing accommodations for individuals with disabilities during the application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB is an equal opportunities employer.

Req ID : Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other; Industries : Software Development

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