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Customer Success Manager

MongoDB
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Hybrid (Dublin or London)Full-timePosted 2mo ago

About the role

Customer Success Manager role focused on acting as a strategic advisor to MongoDB customers, owning a defined book of business, driving adoption and growth, and coordinating across Sales, Professional Services, Solutions Architects, and Product teams in a hybrid Dublin or London setting.

Responsibilities

  • Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal MongoDB team members, advising the customer on strategies to optimize their technical environment or current spend with MongoDB, positioning and recommending product features and best practices to accelerate customers time to value and growth
  • Guide customers through the customer journey to accelerate their time-to-value from MongoDB, overseeing the technical success plan from committed ARR to active consumption. Includes advising customers on deployment health & strategies for operating and maturing their MongoDB environments
  • Proactively identify and mitigate technical risks for complex accounts by designing custom remediation plans and implementing best practices to pre-empt critical issues
  • Facilitate the resolution of high-stakes customer challenges while identifying strategic opportunities to expand MongoDB usage through optimized technical solutions
  • Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how MongoDB can build a stronger product and go to market organization
  • Act as the link between our customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of our product by acting as the Product team's eyes and ears in this field
  • De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB
  • Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio
  • Lead in-person executive business reviews for strategic customers in your portfolio, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success plan
  • Work on strategic internal projects to help build the Customer Success program; develop best practices, new process, and enablement for the broader organization
  • Document all customer interactions in internal systems, including Gainsight and Salesforce.com
  • Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts
  • Manage the relationship with Sales Leadership and Account Executives in your territory, including reporting on business performance, training on best practices, and rolling out program updates
  • Forecast expected churn and growth to your senior leadership team
  • Help interview, onboard and ramp new team members - as a more senior team member you will have an immediate role in who joins the team
  • Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow
  • Fluent level of English and ideally another European language

Qualifications

  • 7+ years experience in Customer Success, Technical Account Management, Professional Services or similar customer-centric role for a technical product (ideally consumption based)
  • 4+ years experience accountable for customer health and revenue realization for a defined book of business/portfolio of accounts for Forbes Global 2000 customers
  • Background and passion for advocating on behalf of customers and acting as an extension of the customers team within MongoDB
  • A mind for technology and aptitude to learn MongoDB and databases
  • Ability to act autonomously with ownership of customer portfolio and make key decisions impacting outcomes
  • Entrepreneurial mindset with ability to build new processes to serve customers
  • Team player with collaboration across Sales, Professional Services, Tech Services, and MDB ecosystem
  • Demonstrated continuing technical education (e.g., MongoDB DBA track, hyperscaler certifications)
  • Prior exposure to database, cloud, and infrastructure technology (a plus)
  • Based in Dublin or London with a hybrid working model
  • Strong business acumen and ability to create and teach best practices, new processes, and enablement

Skills

Required:Strategic advisoryAccount planningExecutive stakeholder management
Last updated Sep 24, 2026. Interested? Apply on the company site.
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