Proven experience working in a Customer Success, Account Management, or similar customer-focused role
Experience with large-scale, technologically sophisticated, Enterprise-scale customers in a fast paced SaaS environment
A mind for technology! We’ll teach you all 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 and how you can position product value to our customers
Prior exposure to database, cloud and infrastructure technology is a plus
High levels of organization in your workflows - you understand what it means to be responsible for a strategic customer portfolio and to prioritize your time across all of your customers
A passion for partnership and collaboration! You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, Professional Services) and will help to build the CS “brand” across our entire organization
Outstanding verbal and written communication skills, with the ability to present to technical and business stakeholders, both internally and externally
Proficiency in German language skills is required for this role
Position Expectations
Build meaningful and strategic relationships with customers across various stakeholders, working closely with other MongoDB partners
Lead customer and project onboarding experience, validating and identifying customer needs, potential challenges, and key project timelines to ensure we’re meeting expectations
Promote and encourage implementation of paid MongoDB features across your assigned customer portfolio
Proactively and early identify and mitigate risk of churn
Ensure high customer satisfaction and referenceability
Help to develop and implement standard methodologies, processes, and tools to continually improve MongoDB’s Customer Success Program
A successful CSM will have the following skills
Risk Mitigator - identifying technical or business blockers to success for customers and proactively mitigate them by rallying the necessary resources
Personal Trusted Advisor - recommending standard and advanced methodologies in order to make customers successful
Account Strategist - understand where the customer’s business and align account strategy accordingly and in alignment with the customer
Business Builder with an entrepreneurial mindset - finding opportunities for your customers to adopt new products, use cases across different business lines