Principal Customer Success Manager

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

The Client Success Partner will be responsible for building and delivering on programs that help drive the adoption, developer fluency, and ease of use of MongoDB, measured by the growth in MongoDB apps built by the customers, the increased adoption of MongoDB products and features like vector search, and the retention of the customer’s MongoDB install base.While doing so, this role will  direct multiple, post-sale delivery resources dedicated to servicing our strategic customer including but not limited to (Technical Account Managers [TAM], Named Technical Support Engineers [NTSE], Resident Consulting Engineers [RCE]), Project Managers. In addition to this cross-functional oversight, this role will also be responsible for the direct leadership of the other Customer Success team members (CSMs) aligned to the account.   

This role will serve as the primary post-sale point of contact between our organization and the customer and will require strong executive relationship skills internally and externally. This includes ensuring alignment of customer program-based objectives, timely delivery of technological solutions, and overall customer satisfaction. The successful candidate will possess strong leadership, executive communication skills, and high organizational skills in their workflows, operating in a very structured manner to ensure all aspects of the relationship are meticulously managed. They will have a proven track record of successfully managing complex projects, programs and customer relationships. Additionally, they will demonstrate the ability to provide forward-looking insights, anticipate future needs, and drive continuous improvement to enhance the customer experience.

This role can be based hybrid out of our Toronto office.  

People Leadership

• Recruit, mentor, develop and directly lead individuals on the CSM team assigned to the account

Account Planning and Execution

• Develop and implement comprehensive programs outlining key deliverables, milestones, and resource allocations across MongoDB and the customer teams. Examples include collaborating with the customer’s Cloud center of excellence to define and implement strategies that remove technological blockers and facilitate the ongoing consumption and implementation of MongoDB Enterprise Advanced and Atlas.
• Gather customer priorities and align resources to execute against customer initiatives, at times needing to manage and coordinate multiple delivery functions within a single initiative
• Act as the primary post-sale point of contact between the organization and the customer, cultivating strong relationships with customer executives and stakeholders
• Proactively identify risks at the account level and develop mitigation strategies in collaboration with cross-functional teams
• Develop the account strategy in partnership with the Regional Director and Strategic Account Executive including activities, deliverables, and measures of success
• Increase the executive relationships established within the account and conduct Executive Business Reviews at an account level
• Serve as an internal point of escalation to delegate and distribute tasks to ensure timely completion or project activities to drive programs forward

Stakeholder Management

• Cultivate and maintain trusted relationships with customer stakeholders, including executives and technical leads
• Effectively communicate project updates, milestones, and risks to both internal and external stakeholders
• Serve as the escalation point for critical project issues, providing timely updates and recommendations to senior management

Risk Management and Issue Resolution

• Take decisive action to address any issues or challenges that arise during project execution
• Provide regular updates and reports to high-level executives, translating technical details into strategic insights

Strategic Planning and Forward-Looking Insights

• Provide strategic guidance and forward-looking insights to both internal and external stakeholders
• Collaborate with customer executives to identify long-term business objectives and align project activities against those measures accordingly

Performance Monitoring and Quality Assurance

• Monitor the performance of the engagement against agreed metrics, ensuring adherence to timelines and quality standards
• Conduct regular engagement and business reviews with the C-level customer stakeholders to assess outcomes delivered, risks and overall customer satisfaction levels
• Champion a culture of excellence and accountability within the project team

• Bachelor's degree in Business Administration, Engineering, Computer Science, or related field; Master's degree preferred with 1-2 years of management experience, preferably in a customer success or account management capacity
• 12+ years relevant experience in CS, AM, Client Services, or similar customer-facing roles
• 9+ years of experience in managing enterprise customers with a multi million TCV with complex technology landscape, for a fast paced SaaS product / portfolio. Accountable for governance and business reviews with C/EVP level executives
• Proven track record of delivering high net retention and growing accounts by discovering new business case and opportunities to embed more product and value added services
• High organizational skills in workflows, operating in a very structured manner to ensure meticulous management of all project aspects
• Proven ability to provide a forward-looking view, anticipating future customer needs, market trends, and technological advancements
• Customer-focused mindset with a commitment to delivering exceptional service and building long-term relationships with key accounts
• Ability to navigate and mitigate risks effectively, with a focus on problem-solving and proactive issue resolution
• Demonstrated experience building relationships and delivering value to technical decision makers, economic buyers, and executives (CTO, CIO)
• Proven experience contributing to global CS programs
• Prior exposure to database, cloud and infrastructure technology is a plus
• Strong leadership and communication skills

• MongoDB invests heavily in the development of each of our new hires & continuous career development
• Best in breed trainings, including our comprehensive GTM Bootcamps and development programs
• New hire stock equity (RSUs) and employee stock purchase plan
• Generous and competitive benefits (parental leave, fertility & wellbeing support)
• Friendly and inclusive workplace culture - Learn more about what it’s like to work at MongoDB

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.

Req ID: 3263257425