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. About The Role 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. 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. Responsibilities: Recruit, mentor, develop and directly lead individuals on the CSM team assigned to the account Develop and implement comprehensive programs outlining key deliverables, milestones, and resource allocations across MongoDB and the customer teams. 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 Requirements: 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. 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 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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions 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 federal, state or local laws.

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