Strategic Customer Success Manager

The Role
As a Strategic Customer Success Manager, you are a trusted technical and business advisor helping our most significant strategic accounts navigate their long-term roadmaps on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a book of G2000 business, acting as a strategic partner to C-suite and technical leaders to align MongoDB’s capabilities with their multi-year IT transformations. You’ll drive customer retention, proactive consumption, and executive-level advocacy. You’ll build deep relationships with CIO/CTO personas, understand the nuances of complex market challenges, and orchestrate global resources to deliver transformative business value where your customers need it most.

We are looking to speak to candidates who are based in Toronto, ON for our hybrid working model.

Key ResponsibilitiesCustomer Advisory
Proactively identify and mitigate complex consumption risks by combining technical goals with success metrics and advising on sophisticated architectural strategies. Deliver optimal solutions for significant strategic accounts, accelerating time-to-value and guiding customers to achieve high-stakes business goals through their MongoDB roadmap
Conduct comprehensive customer business reviews for complex accounts, analyzing technical health and operational performance while translating insights into strategic value-based outcomes. Partner with C-suite and technical leaders to align on objectives and champion alignment of joint roadmaps that foster significant database growth

Account & Portfolio Management

Lead the cross-functional development of comprehensive account programs, outlining key deliverables and resource allocations that drive customer maturity and global revenue realization. Proactively manage a portfolio of the company’s most significant strategic accounts, developing and executing high-impact strategies to maximize value realization, executive advocacy, and long-term success
Track and report progress against strategic outcomes, provide high-precision forecasting for high-value portfolios to senior leadership, and identify data patterns to drive growth and support presales expansion
Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Use AI-driven innovation to scale best practices globally, transform consumption patterns, and create advanced technical solutions for strategic accounts

Internal Collaboration & Customer Advocacy

Serve as the strategic voice of the customer within MongoDB, leveraging insights from complex environments and unique use cases to directly influence the product roadmap and coordinate cross-functional execution
Connect customers with the right internal resources, including high-level Marketing programs and Executive Sponsor alignment, while leading collaborative learning sessions to ensure MongoDB maximizes value for our most significant accounts
Orchestrate complex cross-functional initiatives, such as global migrations and modernization factories, by directing dedicated account teams to enable consumption growth

What You Will Bring
Relevant Experience: 9 to 12+ 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
Accountability: 6+ years experience being accountable for customer health and revenue realization for a defined book of strategic G2000 business
Communication: Excellent verbal and written skills with the proven ability to influence technical and business outcomes at the C-suite level without direct authority
Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience