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About the Role

Individuals in this role have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program. In this role, you will become a main point of contact for MongoDB end users by leveraging your technical and account management skills as well as acting as the account team leader across Sales, Professional Services, Solutions Architects, etc.

Responsibilities

Act as a strategic advisor to customers, providing guidance on MongoDB best practices and overall technology strategy.
Run enablement sessions, advise on strategies to optimize technical environments or spend with MongoDB, and recommend product features to accelerate customer time to value and growth.
Guide customers through the customer journey to accelerate time-to-value from MongoDB, overseeing the technical success plan from committed ARR to active consumption.
Advise customers on deployment health and strategies for operating and maturing their MongoDB environments.
Proactively identify and mitigate technical risks for complex accounts by designing custom remediation plans and implementing best practices.
Facilitate the resolution of high-stakes customer challenges while identifying strategic opportunities to expand MongoDB usage.
Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership.
Act as the link between customers and product engineering to develop new innovative solutions and contribute to the product roadmap.
De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB.
Build and execute account plans to mitigate risk and drive growth across the customer portfolio.
Lead in-person executive business reviews for strategic customers, interfacing with C-suite executives and technical leaders.
Work on strategic internal projects to help build the Customer Success program, creating and teaching best practices, new processes, and enablement.
Document all customer interactions in internal systems, including Gainsight and Salesforce.com.
Provide feedback and guidance to leadership on key signals within MongoDB Atlas indicating healthy or unhealthy customer accounts.
Manage the relationship with Sales Leadership and Account Executives, reporting on business performance, training on best practices, and rolling out program updates.
Forecast expected churn and growth to the senior leadership team.
Help interview, onboard, and ramp new team members.
Act as a leader amongst peers, running enablement sessions, product certifications, and contributing in team meetings.

Requirements

9+ years experience working in Customer Success, Technical Account Management, Professional Services or other similarly customer-centric role for a technical product (ideally consumption based).
5+ years experience being accountable for customer health and revenue realization for a defined book of business/portfolio of accounts for Forbes Global 2000 customers.
Background and passion for advocating on behalf of customers.
A mind for technology with an aptitude and curiosity to learn about technical concepts.
Ability to act with a high level of autonomy, taking full ownership of customer portfolios and making key decisions.
Entrepreneurial mindset, with the ability to deviate from established procedure and build new processes.
Team player approach and passion for collaboration.
Demonstrated continuing technical education (e.g., MongoDB DBA track, hyperscaler certifications).
Prior exposure to database, cloud, and infrastructure technology is a plus.
Fluency in French and English is required.

Skills

Customer Success
Technical Account Management
Professional Services
Account Management
Technology
Databases
Cloud
Infrastructure
French
English

Location

Dublin
London

Work Type

Hybrid

Experience Level

9+ years
5+ years

Education Level

Demonstrated continuing technical education (e.g., MongoDB DBA track, hyperscaler certifications)

About the Company

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 distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.
With offices worldwide and over 67,000 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.
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.

Equal Opportunity

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.