Customer Success Manager, Scaled

Individuals in the Customer Success Manager, Scaled role have a passion for technology and the ambition to dive head-first into new challenges. This is a Scaled team rooted in innovation, so we are looking for someone who can thrive with a high level of ambiguity and operate with autonomy, all while maintaining a customer-centric approach and helping to evolve the team to ensure we’re able to deliver the right help to customers at the right time.

In this position, you will serve as the main contact for MongoDB end users within a portfolio of thousands of expanding MongoDB customers. You will collaborate with various internal teams, including Sales, Professional Services, and Technical Services, to address customer needs and foster positive outcomes in a team-oriented environment.

We are looking to speak to candidates who are based in Sao Paulo, BR for our hybrid working model.

• 5+ years of experience working in a Customer Success, Account Management, Client Services, or other similarly customer-centric role
• 1-3 years of experience in a customer-facing role, within a company offering mission-critical, technical products
• A background and passion for quickly building trust with a customer in order to drive growth within an account through customized onboarding, enablement sessions, strategy meetings, business reviews, etc
• A mind for technology - we’ll teach you about MongoDB and databases, but our customers and product are inherently technical, and you should have an aptitude and curiosity to learn about those concepts
• A passion for collaboration - this role will collaborate with various internal teams to meet our customers' needs, requiring close alignment with Sales, Professional Services, Tech Services, and the wider MongoDB community ecosystem
• The ability to act with autonomy, as you will be expected to take ownership of your assigned customer engagements and make key decisions to drive effective customer outcomes; including deciding how to de-risk or de-escalate customer issues and conflict, and how to drive effective customer outcomes through both 1 to 1 and 1 to many activities for the wider portfolio
• An entrepreneurial mindset— the Scaled CS team at MongoDB is evolving as the needs of our customers change, and as the tools available to serve thousands of customers rapidly evolve. A successful individual in this role will identify opportunities to scale our teams’ resources more effectively to reach more customers
• Strong project management skills to effectively coordinate and oversee the onboarding of new workloads within customer accounts, ensuring timely delivery, clear communication, and alignment with customer goals and objectives
• Prior exposure to database, cloud, and infrastructure technology is a plus
• Experience in Software Engineering, SA/Pre-Sales Engineering, Technical Account Management, or Scaled CS programs is a plus
• Advanced business proficiency in English; business proficiency in Spanish is a plus

• Act as a strategic advisor to your customer by offering guidance to new or existing customers on MongoDB best practices and their overall technology strategy. This will involve utilizing automated call-to-actions, triggered by health metrics or customer journey events, to guide customers on strategies to optimize their technical environment or current spending with MongoDB to accelerate time-to-value and drive growth
• Gather feedback and identify obstacles from customers to inform internal teams, including Sales, Product, Professional Services, and Leadership, on how MongoDB can strengthen its product and go-to-market organization, and increase customer health at scale
• Run proactive risk mitigation efforts and resolve critical customer issues by finding the best solution for both the customer and MongoDB. This may involve addressing a customer outage that financially impacts their business, or assisting an application team in designing a custom MongoDB solution or implementation for their vital application; no two days are alike and require consistent agility in approach
• Lead business reviews for high-priority customers in your portfolio, including interfacing with C-suite executives and other technical leaders to align with business objectives and establish a mutual success plan
• Offer feedback on internal projects to enhance the Scaled Customer Success strategy; we expect that individuals in this position possess strong business acume and can use it to deliver a top-tier Scaled CS experience for our clients
• Document all customer interactions in internal systems ie Salesforce.com
• Provide feedback to leadership on MongoDB Atlas signals indicating healthy or unhealthy customer accounts. As our product evolves, we must continually adjust our engagement strategies based on these signals, and you’ll be best positioned to identify and share them with internal teams
• Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform—the most widely available, globally distributed database 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 database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and nearly 60,000 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 is an equal opportunities employer.

Req ID: 426016