Senior Customer Success Manager

Overview

In this role you will serve as a strategic advisor and primary contact for MongoDB end users, guiding technical and account-centric initiatives across Sales, Professional Services, and Solutions Architects. You will own a defined portfolio for Forbes Global 2000 customers, drive adoption and value realization, and shape the Customer Success program with innovative processes. You’ll collaborate with cross-functional teams to de-risk risks, advocate for customers, and influence product direction. This is a high-autonomy, growth-focused opportunity in a hybrid, customer-centric culture.

Pay / Benefits

• hybrid working model (Paris or Dublin)
• fertility assistance
• generous parental leave policy
• employee affinity groups
• wellbeing support
• disability accommodations

Responsibilities

• Act as main point of contact for end users and lead the account team across Sales, Professional Services, and Solutions Architects
• Guide customers through the journey to value, overseeing technical success plans and ARR-to-consumption transition
• Identify and mitigate technical risks for complex accounts with custom remediation plans
• Facilitate resolution of high-stakes challenges and identify opportunities to expand MongoDB usage
• Build and execute strategic account plans to mitigate risk and drive growth over multiple quarters
• Lead executive business reviews with C-suite and technical leaders to align on objectives and mutual success plans
• Contribute to strategic internal projects to codify best practices, enablement, and process improvements for the CS program
• Document customer interactions in Gainsight and Salesforce.com; provide feedback to Product and Leadership on customer signals
• Collaborate with Sales Leadership and Account Executives to share performance insights and roll out program updates
• Mentor and ramp new team members; lead enablement sessions and product certifications
• Champion customer advocacy, acting as the Customer Success extension within MongoDB
• Forecast churn and growth to senior leadership; contribute to data-driven decision making
• Manage relationship with internal teams to ensure service levels, escalations, and strategic alignment

Key requirements

• 9+ years in Customer Success, Technical Account Management, Professional Services, or similar customer-focused roles for technical products
• 5+ years accountable for health and revenue realization for a defined book of Forbes Global 2000 customers
• Strong advocacy and customer-centric mindset; ability to act as an extension of the customer team
• Technical aptitude and curiosity about databases and MongoDB; willingness to learn
• High level of autonomy and decision-making in escalations and risk management
• Entrepreneurial mindset with ability to design new processes and practices
• Team player with collaboration across Sales, Professional Services, Tech Services, and ecosystem
• Fluency in French and English

• strong communication
• cross-functional collaboration
• business acumen
• MongoDB knowledge or DBA track
• cloud/infrastructure technology exposure
• experience with database deployment

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