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MongoDB Customer Success Manager Scaled Brazil, São Paulo, São Paulo 405030939
23.11.2025
We’re looking for someone with
- 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
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