Customer Success Manager

Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps MongoDB at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment.

The Role

As a Customer Success Manager, you are the trusted advisor helping customers navigate their journey on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of accounts, acting as a strategic connector between your customers and the right resources at the right time to achieve their unique business goals. You’ll drive customer retention, revenue realization, and advocacy. You’ll build deep relationships, understand customer needs inside and out, and seamlessly navigate account team and internal resources to deliver real, measurable impact where your customers need it most.

We are looking to speak to candidates who are based in Tokyo for our hybrid working model.

Key Responsibilities

Customer Advisory

• Proactively identify risks and ensure deployment health by advising on best practices and operational strategies. Deliver optimal solutions to critical customer challenges, accelerating time-to-value and guiding customers to achieve their business goals through their MongoDB deployments.
• Conduct comprehensive customer business reviews, analyzing technical health and operational performance while translating insights into value-based outcomes. Partner with technical and business leaders to align on objectives and champion mutual success plans that foster growth and retention.

Account & Portfolio Management

• Own elements of the account plan that drive customer maturity and lifetime value, retention, and revenue realization. Proactively manage a portfolio of customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and 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.

Internal Collaboration & Customer Advocacy

• 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, including Marketing programs and Executive Sponsor engagement, while contributing learnings from customer interactions to strengthen team success and maximize customer value.

What You Will Bring

• 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
• Accountability: 3+ years experience being accountable for customer health and revenue realization for a defined book of business for Enterprise/High Tech customers
• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.

MongoDB Mission and the Role of Customer Success

MongoDB's mission is to unleash the power of software and data to empower innovators to create, transform, and disrupt industries. We enable organizations of all sizes to easily build, scale, and operate modern applications by helping them modernize legacy workloads, embrace innovation, and maximize the power of AI.

Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed multi-cloud database on the market, available in over 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere, whether on-premises or across different cloud providers. With offices worldwide and over 175,000 new developers registering every month, MongoDB is trusted by companies ranging from giants like Samsung and Toyota to AI innovators like Delivery Hero and LG U+, for building next-generation AI-driven applications.

Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps MongoDB at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment.

The Role: Customer Success Management

As a Customer Success Manager (CSM), you are a trusted advisor helping customers navigate their journey on MongoDB.

You will be responsible for maximizing the lifetime value and success of your portfolio of customer accounts, acting as a strategic partner to connect them with the right resources at the right time to achieve their unique business goals. You will also drive customer retention, revenue realization, and advocacy.

You will build deep relationships with customers, understand their needs thoroughly, and seamlessly leverage account teams and internal resources to deliver real, measurable impact where your customers need it most.

[Work Style] Hybrid work (for those who can commute to the Tokyo office)

Key Responsibilities

Customer Advisory

• Proactive risk identification and operational optimization: By proposing best practices and operational strategies, you will proactively identify risks and maintain the health of system deployments. You will provide optimal solutions to critical customer challenges, accelerating time-to-value and guiding them to achieve their business goals through MongoDB.
• Business reviews and outcome translation: You will conduct comprehensive business reviews (such as QBRs), analyze technical health and operational performance, and translate these insights into value-based outcomes. You will partner with technical and business leaders to align on objectives and drive "Mutual Success Plans" that foster growth and retention.

Account & Portfolio Management

• Improving customer maturity and LTV: You will own the account plan to drive customer proficiency, lifetime value (LTV), retention, and revenue realization. You will proactively manage a portfolio of customers at various stages, creating and executing strategies to maximize value realization, continued usage, and long-term success.
• Progress management and expansion opportunity creation: You will manage and report progress against key business outcome metrics, forecast revenue retention and realization to senior leadership to improve business predictability, and identify new opportunities to expand customer impact, collaborating with presales teams to support further growth.
• Accurate data management and AI tool utilization: You will maintain meticulous data hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. You will leverage AI tools to streamline daily workflows, improve productivity, and optimize customer success outcomes.

Internal Collaboration & Customer Advocacy

• Bringing the voice of the customer inside: As a "customer advocate" within MongoDB, you will reflect customer insights into the product roadmap. You will also coordinate across Sales, Product, Professional Services, Support, and Training teams to drive customer health, satisfaction, and value realization.
• Matching with optimal resources: You will connect customers with the best internal resources, including marketing programs and executive sponsor engagement. At the same time, you will share learnings from customer interactions with the team to strengthen overall team success and maximize customer value.

What You Will Bring

• Relevant Experience: 5 to 7+ years of experience in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for highly technical products (consumption-based products preferred).
• Accountability: 3+ years of experience managing a portfolio of Enterprise or High Tech customers, with accountability for customer health and revenue realization.
• Communication Skills: Excellent verbal and written communication skills with the ability to influence and drive decision-making for both technical and business outcomes.
• Education/Background: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment. This is a guideline that shows how and why we make decisions, how we support each other, and how we win; it is our core value.

To drive the personal growth and business impact of our employees, we are committed to fostering a supportive and enriching culture. From employee affinity groups to fertility assistance and generous parental leave policies, we value our employees' wellbeing and want to support them through every step of their professional and personal journeys. Learn more about the appeal of working at MongoDB and help us make an impact on the world together!

MongoDB is committed to providing reasonable accommodations for individuals with disabilities during the application and interview process. If you require an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunity employer.

Requisition ID426147