MongoDB
Overview
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Principal Customer Success Manager
role at
MongoDB 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. Atlas is MongoDB’s industry-leading developer data platform, available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas lets customers 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, leading organizations trust MongoDB to build next-generation, AI-powered applications. About The Role The Client Success Partner will be responsible for building and delivering programs that drive adoption, developer fluency, and ease of use of MongoDB. This will be measured by the growth in MongoDB apps built by customers, increased adoption of MongoDB products and features (e.g., vector search), and retention of the customer’s MongoDB install base. The role will coordinate multiple post-sale delivery resources (Technical Account Managers, Named Technical Support Engineers, Resident Consulting Engineers, Project Managers) and will provide direct leadership to other Customer Success team members aligned to the account. This role will serve as the primary post-sale point of contact between the organization and the customer and requires strong executive relationship skills internally and externally. It includes ensuring alignment of customer program objectives, timely delivery of solutions, and overall customer satisfaction. The successful candidate will demonstrate leadership, executive communication, high organizational skills, and the ability to manage complex projects, programs, and customer relationships. They will 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 New York City, Seattle, Los Angeles, Chicago, Austin, Minneapolis, or Boston office. What you will be doing
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 ongoing consumption and implementation of MongoDB Enterprise Advanced and Atlas. Gather customer priorities and align resources to execute against customer initiatives, coordinating 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 executive relationships within the account and conduct Executive Business Reviews at the account level Serve as an internal point of escalation to delegate and distribute tasks to ensure timely completion of 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 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 accordingly Performance Monitoring and Quality Assurance Monitor the performance of the engagement against agreed metrics, ensuring timelines and quality standards Conduct regular engagement and business reviews with the C-level customer stakeholders to assess outcomes, risks, and overall satisfaction Champion a culture of excellence and accountability within the project team What you will bring to the table
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 multi-million TCV in a fast-paced SaaS environment Proven track record of delivering high net retention and growing accounts by identifying new business cases and opportunities to embed more product and value-added services High organizational skills and structured workflow management Ability to provide forward-looking insights, anticipate future customer needs, market trends, and technological advancements Customer-focused mindset with a commitment to delivering exceptional service and building long-term relationships Ability to navigate and mitigate risks effectively with proactive issue resolution 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 Why join now
MongoDB invests in the development of new hires and continuous career development Excellent trainings, including 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 MongoDB is committed to providing accommodations for individuals with disabilities in our application and interview process. To request an accommodation, inform your recruiter. MongoDB, Inc. provides equal employment opportunities and prohibits discrimination and harassment of any type. Hiring decisions are made without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. Req ID: 3263257425 Salary: MongoDB’s base salary range for this role in the U.S. is $113,000—$222,000 USD. Compensation is based on factors such as skill set, experience, qualifications, and location. Other benefits may include equity, 401(k), parental leave, fertility and adoption assistance, and health benefits. This range applies to U.S.-based candidates.
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Join to apply for the
Principal Customer Success Manager
role at
MongoDB 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. Atlas is MongoDB’s industry-leading developer data platform, available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas lets customers 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, leading organizations trust MongoDB to build next-generation, AI-powered applications. About The Role The Client Success Partner will be responsible for building and delivering programs that drive adoption, developer fluency, and ease of use of MongoDB. This will be measured by the growth in MongoDB apps built by customers, increased adoption of MongoDB products and features (e.g., vector search), and retention of the customer’s MongoDB install base. The role will coordinate multiple post-sale delivery resources (Technical Account Managers, Named Technical Support Engineers, Resident Consulting Engineers, Project Managers) and will provide direct leadership to other Customer Success team members aligned to the account. This role will serve as the primary post-sale point of contact between the organization and the customer and requires strong executive relationship skills internally and externally. It includes ensuring alignment of customer program objectives, timely delivery of solutions, and overall customer satisfaction. The successful candidate will demonstrate leadership, executive communication, high organizational skills, and the ability to manage complex projects, programs, and customer relationships. They will 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 New York City, Seattle, Los Angeles, Chicago, Austin, Minneapolis, or Boston office. What you will be doing
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 ongoing consumption and implementation of MongoDB Enterprise Advanced and Atlas. Gather customer priorities and align resources to execute against customer initiatives, coordinating 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 executive relationships within the account and conduct Executive Business Reviews at the account level Serve as an internal point of escalation to delegate and distribute tasks to ensure timely completion of 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 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 accordingly Performance Monitoring and Quality Assurance Monitor the performance of the engagement against agreed metrics, ensuring timelines and quality standards Conduct regular engagement and business reviews with the C-level customer stakeholders to assess outcomes, risks, and overall satisfaction Champion a culture of excellence and accountability within the project team What you will bring to the table
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 multi-million TCV in a fast-paced SaaS environment Proven track record of delivering high net retention and growing accounts by identifying new business cases and opportunities to embed more product and value-added services High organizational skills and structured workflow management Ability to provide forward-looking insights, anticipate future customer needs, market trends, and technological advancements Customer-focused mindset with a commitment to delivering exceptional service and building long-term relationships Ability to navigate and mitigate risks effectively with proactive issue resolution 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 Why join now
MongoDB invests in the development of new hires and continuous career development Excellent trainings, including 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 MongoDB is committed to providing accommodations for individuals with disabilities in our application and interview process. To request an accommodation, inform your recruiter. MongoDB, Inc. provides equal employment opportunities and prohibits discrimination and harassment of any type. Hiring decisions are made without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. Req ID: 3263257425 Salary: MongoDB’s base salary range for this role in the U.S. is $113,000—$222,000 USD. Compensation is based on factors such as skill set, experience, qualifications, and location. Other benefits may include equity, 401(k), parental leave, fertility and adoption assistance, and health benefits. This range applies to U.S.-based candidates.
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