Customer Success Manager (Scaled)

<p>As a Customer Success Manager, you are the trusted advisor helping a high volume of customers navigate their journey on MongoDB using proactive, scalable engagement strategies initiated by health signals and journey milestones. You’ll be responsible for maximizing customer lifetime value and success for a diverse portfolio of thousands of expanding MongoDB customers, acting as a strategic connector between your customers and providing the right help at the right time to achieve their unique business goals. You’ll drive healthy adoption, customer retention, revenue realization, and advocacy at scale. You will innovate, navigate ambiguity, and build scalable programs and processes to deliver real, measurable impact where your customers need it most.</p> <p>We are looking for Mandarin speaking candidates who are based in Hong Kong for our hybrid working model.</p> <h3>Key Responsibilities</h3> <p>Customer Advisory</p> <ul> <li>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</li> <li>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</li> </ul> <p>Account &amp; Portfolio Management</p> <ul> <li>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</li> <li>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</li> <li>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</li> </ul> <p>Internal Collaboration &amp; Customer Advocacy</p> <ul> <li>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</li> <li>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</li> </ul> <h3>What You Will Bring</h3> <ul> <li>Relevant Experience: 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</li> <li>Accountability: 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</li> <li>Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes</li> <li>Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience</li> </ul> <h3>About MongoDB</h3> <p>MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally