Strategic Customer Success Manager - Public Sector

Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. This is a relatively new role at Mongo

DB, so 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 also become a main point of contact for Mongo

DB 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.

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

• 9+ years experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role.
• 6+ years of experience working within or supporting the UK public sector
• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers team within MongoDB
• A mind for technology - we’ll teach you about Mongo
  
  DB and databases, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts
• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services
• Demonstrated experience building relationships and delivering value to technical decision makers, economic buyers, and executives (CTO, CIO)
• An entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment
• Team player and passion for collaboration - this role will work with some of our most strategic growth customers so must align closely to Sales, Professional Services, Tech Services, and the broader MDB ecosystem
• Technical product experience or education, software development experience preferred, certifications preferred
• Proven experience contributing to global CS programs
• Bachelor's degree, technical degree preferred, MS preferred
• Candidate is based in the UK (preferably London)
• This role requires active enhanced Developed Vetting (eDV) security clearance

• Work as a strategic advisor to your customer providing them with guidance on Mongo
  
  DB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal Mongo
  
  DB team members, advising the customer on strategies to optimize their technical environment or current spend with Mongo
  
  DB, positioning and recommending product features and best practices to accelerate customers time to value and growth
• Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how Mongo
  
  DB can build a stronger product and go to market organization
• Act as the link between our customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of our product by acting as the Product team’s eyes and ears in this field
• De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and Mongo
  
  DB; this could include anything from navigating a customer outage that has a financial impact on their business, to helping an application team devise a custom Mongo
  
  DB solution or implementation for their critical application, no day is the same
• Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio
• Lead in-person executive business reviews for strategic customers in your portfolio, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual…