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Customer Success Manager

MongoDB· Customer Success
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Hybrid (Kuala Lumpur, Malaysia)Full-timePosted 2mo ago

About the role

Customer Success Manager responsible for maximizing customer lifetime value and success across a large, diverse portfolio of MongoDB customers. Focused on onboarding, adoption, retention, revenue realization, and advocacy through scalable, data-driven programs. Mandarin-speaking role based in Kuala Lumpur with hybrid working model.

Responsibilities

  • Lead and scale effective customer onboarding by leveraging product adoption telemetry to monitor early deployment health, proactively identify and mitigate configuration risks, and guide customers through prescriptive best practices, architectures, and operational strategies that establish a strong technical foundation and accelerate time-to-value and achieve customers’ business outcomes with MongoDB
  • Drive ongoing consumption and value realization through a mix of 1:1 and 1:many engagements (e.g., targeted campaigns, webinars, office hours), using data-driven insights to identify trends, opportunities, and risks across a broad customer portfolio and recommending optimal solutions, features, and adoption paths to achieve customers’ business outcomes with MongoDB
  • Own elements of the account plan that drive customer maturity and lifetime value, retention, and revenue realization. Proactively manage thousands of customers across various stages of maturity by leveraging 1-to-many methodologies and tools to balance individual customer impact with scalable outcomes that maximize long-term success
  • Track and report progress against key business outcomes, forecast revenue retention and realization to senior leadership for business predictability, and identify new opportunities to expand customer impact, collaborating with presales teams to support growth
  • Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI-driven tools to streamline daily workflows, improve productivity, and optimize customer success outcomes
  • Amplify the voice of the customer within MongoDB, leveraging customer insights to inform MongoDB’s product roadmap and coordinate across Sales, Product, Services, Support, and Training teams to drive customer health, satisfaction, and value realization
  • Connect customers with the right internal resources, while contributing learnings from customer interactions to strengthen team success and maximize customer value. Contribute to the evolution of scalable programs that enhance efficiency, customer satisfaction, and measurable outcomes

Qualifications

  • 5 to 7+ 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
  • 3+ years experience being accountable for customer health and revenue realization across a portfolio of accounts. Experience in managing scaled or pooled portfolios utilizing scalable strategies to enhance customer retention is a plus. Familiarity with designing workflows or engagement strategies using AI or automation-driven tools
  • Excellent verbal and written skills with the ability to influence technical and business outcomes
  • Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

Skills

Required:Customer onboardingAccount planningData-driven decision making

Benefits

  • Culture and inclusion initiatives
  • Fertility assistance and generous parental leave policy
  • Employee wellbeing and growth opportunities
Last updated Oct 15, 2026. Interested? Apply on the company site.
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