Senior Customer Success Manager

About the role

The Senior Customer Success Manager serves as the senior strategic advisor for assigned Enterprise accounts, owning the end-to-end customer journey to ensure deep realization of business value from the MongoDB platform. This role combines deep business and technical savvy to keep MongoDB at the center of customers' technology strategy, ensuring every customer can realize the full potential of their investment. You will navigate complex deployments and drive critical initiatives that align customer objectives with MongoDB capabilities, acting as the central liaison across internal teams to synthesize insights and shape solutions that mitigate risk and accelerate value. The position requires mentoring peers to elevate the collective effectiveness of the Customer Success organization through knowledge transfer and leadership. You are expected to operate with autonomy in Montreal under a hybrid working model while representing MongoDB's standards in all engagements.

What you'll do

Conduct comprehensive business reviews for Enterprise accounts, evaluating technical health, usage patterns, and risk exposure to translate findings into actionable business strategies and ensure mutual success plans that foster long-term advocacy. Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices, delivering cross-disciplinary solutions to critical customer challenges that accelerate time-to-value and guide customers to achieve their business goals through their MongoDB deployments. Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization, proactively managing a diverse portfolio of Enterprise customers across various stages of the journey. Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with the presales team. Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis, leveraging AI fluency to enhance customer engagement processes and drive efficiency and productivity in delivering technical solutions. Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB's product roadmap and coordinate across Sales, Product, Services, and Support to drive long-term health and value realization. Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization. Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region.

Requirements

Bring 7 to 10+ 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. Possess 4+ years experience being accountable for customer health and revenue realization for Enterprise customers, demonstrating ownership of critical success metrics within high-pressure scenarios. Exhibit excellent verbal and written communication skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite. Hold a Bachelor's degree in Computer Science, STEM, or equivalent technical work experience that substantiates domain mastery in intricate technical environments. Maintain professional fluency in both French and English, with the ability to communicate effectively and persuasively in each language when interacting with customers and internal stakeholders. Demonstrate mastery in navigating global account teams and complex technical landscapes while translating intricate architectures into clear strategic recommendations for senior stakeholders. Show consistent success in managing high-stakes, multi-threaded engagements where risk mitigation, long-term value creation, and customer advocacy are paramount to achieving measurable impact. Exhibit disciplined forecasting and pipeline management practices that enable reliable business predictability and informed decision support for leadership, ensuring control of the forecast and providing insights that drive business outcomes.