← All roles

Senior Customer Success Manager

MongoDB· Customer Success
Apply on company site
Hybrid (Melbourne, Australia)full-timePosted 2mo ago

About the role

Senior Customer Success Manager responsible for maximizing customer lifetime value and success for Enterprise (G2000) accounts, acting as a lead strategic connector between customers and cross-functional resources, driving retention, revenue realization, and long-term advocacy. Based in Melbourne with a hybrid working model.

Responsibilities

  • Proactively identify and mitigate risks in technically complex accounts by advising on advanced operational strategies and best practices; deliver cross-disciplinary solutions to critical customer challenges to accelerate time-to-value and achieve business goals.
  • Conduct comprehensive business reviews for Enterprise accounts, analyze technical health and risk, and translate insights into business-critical outcomes; partner with senior technical and business leaders to align on objectives and mutual success plans.
  • Drive cross-functional development of account strategy to maximize customer maturity, lifetime value, retention, and revenue realization.
  • Proactively manage a diverse portfolio of Enterprise customers across journey stages; create and execute value realization, advocacy, and long-term success strategies.
  • Track and report progress against key business outcomes; provide informed forecast predictions to senior leadership for business predictability; identify opportunities to expand impact with presales teams.
  • Maintain meticulous internal systems for a single source of truth on customer insights and territory analysis; leverage AI to enhance engagement and solution delivery.
  • Amplify the voice of the customer within MongoDB to influence product roadmap and coordinate across Sales, Product, Services, and Support.
  • Connect customers with internal resources, including Executive Sponsor engagement; contribute to regional and global best practices.
  • Support team growth by participating in interview and ramping processes for new hires and mentoring peers.

Qualifications

  • 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product
  • 4+ years experience accountable for customer health and revenue realization for Enterprise customers
  • Excellent verbal and written communication skills with the ability to influence technical and business outcomes across audiences from Developers to C-suite
  • Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

Skills

Required:Technical Customer SuccessAccount ManagementCommunication

Benefits

  • Committed to employee wellbeing; culture and benefits referenced, including fertility assistance and parental leave policy
Last updated Sep 24, 2026. Interested? Apply on the company site.
MongoDB logo

About MongoDB

The World’s Leading Modern Database

Get your ideas to market faster with a flexible, AI-ready database. MongoDB makes working with data easy.

DatabaseAIUnstructured DataStructured DataRecommendation enginesQ&A systemsAnomaly detectionGen AI
Company profileWebsite

More open roles at MongoDB