This position is located hybrid out of our Austin or Atlanta office, or remote out of North Carolina (Raleigh, Durham or Charlotte).
We’re looking for someone with...- Passion for and experience in hiring, developing and managing a team of individual contributors. Your team and their success are your top priority
- A proven track record and experience with fast-growing teams, using data to drive initiatives and guide your decision making processes
- A mind for technology. We’ll teach you all about MongoDB and databases, but our users and products are inherently technical. You should be too
- Experience or aptitude for learning enterprise infrastructure technologies; exposure to MongoDB or NoSQL databases is a plus, but not required
- High organization in your workflows. To lead and execute efficiently, you’ll need to be a specialist in prioritization and time management
- You know how to deal with ambiguity and be able to navigate through it with perseverance, a positive mentality and a point of view. We’re still growing and learning and will look to you to help us establish and evolve processes
- A strong desire to embrace partnership and collaboration. You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc.) and helping to build the Customer Success “brand” across our entire organization
- You have experience in working and collaborating with internal and external partners with diverse cultural and professional backgrounds
- An adaptive mentality. You love an ever-changing environment where you are constantly improving yourself, the team and your processes
- Outstanding verbal and written communication skills with the ability to present to a diverse audience both internally and externally
- A Bachelor's degree combined with 2+ years of management experience, preferably in a customer success or account management capacity
Role Overview & Key Responsibilities- People leadership: Recruit, mentor and develop individuals on the CSM team
- Execution: Define and lead to a set of analytical metrics to guide the direction of the team; deliver against quarterly and long-term targets
- Build programs: Craft and execute initiatives sought to grow customer retention, expansion, satisfaction, and product adoption
- Executive presence and communication: Build and maintain relationships across MongoDB teams, organizations and offices
Success Measures:The Manager, Customer Success will be successful in this role when they can execute the following strategic tasks/responsibilities:
- In the first 3 months you’ll have ramped on our key CS processes and program, effectively completed our weeklong training bootcamp and started interviewing for new team members
- In 6 months, have hired your team to at least 90% capacity (as per hiring plan outlined to you). You’re actively mentoring and guiding the team through quarterly and monthly team goals and initiatives
- In 12 months you’ll have accomplished and are 100% on track for your team’s hiring plan, coach your individual contributors on the team efficiently, and are on achieving and exceeding your team goals for retention, expansion and customer satisfaction