Manager, Customer Success

About the role

MongoDB is on the lookout for an experienced leader to elevate our Customer Success initiatives in Seoul, South Korea. This pivotal role is essential for driving customer growth and enhancing team performance. You will play a key part in developing a program that is currently undergoing significant transformation and expansion.

In this position, your primary responsibilities will include recruiting and developing talent across both our high-touch and tech-touch Customer Success teams. You will concentrate on enhancing customer satisfaction, uncovering growth opportunities, and promoting the adoption of MongoDB's innovative solutions.

Key facts

What you'll do

• Spearhead the recruitment, mentoring, and professional growth of the Customer Success team, ensuring a high-performing environment.
• Establish and oversee analytical metrics that guide the team's focus, aligning with both immediate and strategic goals.
• Develop and execute strategies aimed at increasing customer retention, expansion, satisfaction, and product utilization.
• Cultivate strong relationships across various MongoDB departments to promote collaboration and synergy.
• Analyze customer feedback and data to identify trends and areas for improvement in service delivery.
• Collaborate with product teams to relay customer insights that inform product development and enhancements.
• Drive initiatives that foster a culture of customer-centricity within the organization.
• Prepare and present reports on team performance and customer success metrics to senior management.

Requirements

• A minimum of 10 years of experience in Customer Success, Account Management, Client Services, or similar roles within complex technical environments, with at least 3 years in a leadership position for large enterprises.
• Practical experience with MongoDB or comparable database technologies, especially in areas such as solution implementation and technical account management.
• Proven track record in recruiting, developing, and managing a successful team with a focus on achieving results.
• Experience in scaling teams rapidly, utilizing data-driven insights to shape strategies and decision-making processes.
• A solid technical background; familiarity with enterprise infrastructure technologies and NoSQL databases is a plus.
• Excellent organizational abilities, with a strong capacity to prioritize tasks and manage time efficiently.
• Ability to thrive in ambiguous situations, demonstrating resilience and a positive outlook.
• Strong interpersonal skills, with the ability to work collaboratively with diverse teams and enhance the Customer Success brand within the company.
• Experience interacting with a wide range of internal and external stakeholders from various cultural and professional backgrounds.
• Flexibility to adapt to change and a commitment to ongoing improvement.
• Superior verbal and written communication skills, capable of engaging a diverse audience.

Success Measures

• Within the initial 3 months, you will become acquainted with key Customer Success processes and complete the training bootcamp, while also starting the recruitment process for new team members.
• By the 6-month mark, you will actively mentor your team, guiding them to achieve their quarterly and monthly targets.
• After 12 months, you will effectively coach your team members to meet and surpass goals related to customer retention, expansion, and satisfaction.

About MongoDB

MongoDB is engineered for transformation, empowering our customers and employees to innovate rapidly. We have revolutionized the data platform landscape for the AI era, enabling creators to build and disrupt industries through software. Our unified data platform is the most widely accessible globally, assisting organizations in modernizing outdated systems and embracing innovation.

With a worldwide footprint and over 67,000 customers, including a significant number of Fortune 100 companies and AI-native startups, MongoDB stands at the forefront of the next software revolution.

Our Leadership Commitment shapes our decision-making and interactions, fostering a culture that encourages personal growth and impactful business outcomes. We prioritize employee wellbeing and provide a comprehensive range of benefits, including support for employee affinity groups and generous parental leave policies.

MongoDB is committed to ensuring that individuals with disabilities receive the necessary accommodations during the application and interview process. If you require assistance, please notify your recruiter.

MongoDB is an equal opportunity employer.