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. Our
industry-leading developer data platform, MongoDB Atlas, is the only globally
distributed, multi-cloud database and is available in more than 115 regions
across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build
and run applications anywhere—on premises, or across cloud providers. With
offices worldwide and over 175,000 new developers signing up to use MongoDB
every month, it’s no wonder that leading organizations, like Samsung and Toyota,
trust MongoDB to build next-generation, AI-powered applications.
ABOUT THE ROLE
The Client Success Partner will be responsible for building and delivering on
programs that help drive the adoption, developer fluency, and ease of use of
MongoDB, measured by the growth in MongoDB apps built by the customers, the
increased adoption of MongoDB products and features like vector search, and the
retention of the customer’s MongoDB install base.While doing so, this role will
direct multiple, post-sale delivery resources dedicated to servicing our
strategic customer including but not limited to (Technical Account Managers
[TAM], Named Technical Support Engineers [NTSE], Resident Consulting Engineers
[RCE]), Project Managers. In addition to this cross-functional oversight, this
role will also be responsible for the direct leadership of the other Customer
Success team members (CSMs) aligned to the account.
This role will serve as the primary post-sale point of contact between our
organization and the customer and will require strong executive relationship
skills internally and externally. This includes ensuring alignment of customer
program-based objectives, timely delivery of technological solutions, and
overall customer satisfaction. The successful candidate will possess strong
leadership, executive communication skills, and high organizational skills in
their workflows, operating in a very structured manner to ensure all aspects of
the relationship are meticulously managed. They will have a proven track record
of successfully managing complex projects, programs and customer relationships.
Additionally, they will demonstrate the ability to provide forward-looking
insights, anticipate future needs, and drive continuous improvement to enhance
the customer experience.
This role can be based hybrid out of our Toronto office.
WHAT YOU WILL BE DOING
People Leadership
- Recruit, mentor, develop and directly lead individuals on the CSM team
assigned to the account
Account Planning and Execution
- Develop and implement comprehensive programs outlining key deliverables,
milestones, and resource allocations across MongoDB and the customer teams.
Examples include collaborating with the customer’s Cloud center of excellence
to define and implement strategies that remove technological blockers and
facilitate the ongoing consumption and implementation of MongoDB Enterprise
Advanced and Atlas.
- Gather customer priorities and align resources to execute against customer
initiatives, at times needing to manage and coordinate multiple delivery
functions within a single initiative
- Act as the primary post-sale point of contact between the organization and
the customer, cultivating strong relationships with customer executives and
stakeholders
- Proactively identify risks at the account level and develop mitigation
strategies in collaboration with cross-functional teams
- Develop the account strategy in partnership with the Regional Director and
Strategic Account Executive including activities, deliverables, and measures
of success
- Increase the executive relationships established within the account and
conduct Executive Business Reviews at an account level
- Serve as an internal point of escalation to delegate and distribute tasks to
ensure timely completion or project activities to drive programs forward
Stakeholder Management
- Cultivate and maintain trusted relationships with customer stakeholders,
including executives and technical leads
- Effectively communicate project updates, milestones, and risks to both
internal and external stakeholders
- Serve as the escalation point for critical project issues, providing timely
updates and recommendations to senior management
Risk Management and Issue Resolution
- Take decisive action to address any issues or challenges that arise during
project execution
- Provide regular updates and reports to high-level executives, translating
technical details into strategic insights
Strategic Planning and Forward-Looking Insights
- Provide strategic guidance and forward-looking insights to both internal and
external stakeholders
- Collaborate with customer executives to identify long-term business
objectives and align project activities against those measures accordingly
Performance Monitoring and Quality Assurance
- Monitor the performance of the engagement against agreed metrics, ensuring
adherence to timelines and quality standards
- Conduct regular engagement and business reviews with the C-level customer
stakeholders to assess outcomes delivered, risks and overall customer
satisfaction levels
- Champion a culture of excellence and accountability within the project team
WHAT YOU WILL BRING TO THE TABLE
- Bachelor's degree in Business Administration, Engineering, Computer Science,
or related field; Master's degree preferred with 1-2 years of management
experience, preferably in a customer success or account management capacity
- 12+ years relevant experience in CS, AM, Client Services, or similar
customer-facing roles
- 9+ years of experience in managing enterprise customers with a multi million
TCV with complex technology landscape, for a fast paced SaaS product /
portfolio. Accountable for governance and business reviews with C/EVP level
executives
- Proven track record of delivering high net retention and growing accounts by
discovering new business case and opportunities to embed more product and
value added services
- High organizational skills in workflows, operating in a very structured
manner to ensure meticulous management of all project aspects
- Proven ability to provide a forward-looking view, anticipating future
customer needs, market trends, and technological advancements
- Customer-focused mindset with a commitment to delivering exceptional service
and building long-term relationships with key accounts
- Ability to navigate and mitigate risks effectively, with a focus on
problem-solving and proactive issue resolution
- Demonstrated experience building relationships and delivering value to
technical decision makers, economic buyers, and executives (CTO, CIO)
- Proven experience contributing to global CS programs
- Prior exposure to database, cloud and infrastructure technology is a plus
- Strong leadership and communication skills
WHY JOIN NOW
- MongoDB invests heavily in the development of each of our new hires &
continuous career development
- Best in breed trainings, including our comprehensive GTM Bootcamps and
development programs
- New hire stock equity (RSUs) and employee stock purchase plan
- Generous and competitive benefits (parental leave, fertility & wellbeing
support)
- Friendly and inclusive workplace culture - Learn more about what it’s like to
work at MongoDB [https://www.mongodb.com/blog/channel/culture]
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
[https://www.mongodb.com/company/blog/culture/employee-benefits-that-make-a-difference-at-mongodb],
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 [https://www.mongodb.com/blog/channel/culture], 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 is an equal opportunities employer.
Req ID: 3263257425
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, Registered Retirement Savings
Plan (RRSP) with employer match, mental health counseling, backup child and
elder care, and health, dental, and vision benefits offerings. Please note, the
base salary range listed below and the benefits in this paragraph are only
applicable to candidates based in Canada.
MongoDB’s base salary range for this role in Canada is:
$144,000—$200,000 CAD
