Supports technology partners and mutual customers by troubleshooting database and infrastructure issues, guiding integrations, coordinating escalations, and documenting partner solutions.
About this role
Within MongoDB’s Customer Success organization, this role advises enterprise and high-tech customers using a deeply technical product. It connects customer goals with internal expertise to support adoption, customer health, retention, revenue and advocacy. Work includes spotting deployment risks, advising on operations, resolving customer challenges and reviewing technical and operational health. The manager turns findings into value outcomes, aligns success plans, tracks account results and forecasts retention and revenue. They identify expansion opportunities with presales, coordinate Sales, Product, Services, Support and Training, relay customer insights to product planning and use AI tools to streamline workflows. Applicants need 5–7+ years in technical customer-facing work for a deeply technical product, such as technical customer success, solutions architecture or engineering, professional services or implementation, or technical account management. They also need 3+ years accountable for customer health and revenue realization for enterprise or high-tech customers, strong verbal and written communication, and a computer science or STEM bachelor’s degree or equivalent technical work experience.
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