Associate Customer Success Manager, Scaled São Paulo

MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it's no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

Individuals in the Associate Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. This is a product-led team rooted in innovation, so we are looking for someone who can thrive with a high level of ambiguity and operate with a high amount of autonomy while maintaining a customer centric approach and helping to evolve the program to engage with customers at the right time, with the right information, in the right way.

In this role you will work as the primary point of contact for MongoDB end users across a large portfolio of growing MongoDB Atlas customers. You will be responsible for acting as the account team leader bringing together Sales, Professional Services, Technical Services, etc. to drive positive outcomes for our customers.

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

Our ideal candidate will have

• 2+ years experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role
• A background and passion for driving growth within a customer portfolio through enablement sessions, strategy meetings, business reviews, etc
• A mind for technology - we'll teach you about MongoDB 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 ownership of our customer portfolio and make key decisions to drive effective customer outcomes; including deciding how to de-risk or de-escalate customer issues and conflict, and how to drive effective customer outcomes through both 1 to 1 and 1 to Many activities for the wider portfolio
• An entrepreneurial mindset - this is a new team at MongoDB where you will be required to both deviate from established procedure and use data-driven analysis to build new process or practices that enhance our service of 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
• Prior exposure to database, cloud, and infrastructure technology is a plus
• Experience in developing 1:Many customer programs, or customer marketing is a plus

On a given day in this role you will

• Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal MongoDB team members, advising the customer on strategies to optimize their technical environment or current spend with MongoDB, 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 MongoDB 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 MongoDB; 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 MongoDB solution or implementation for their critical application, no day is the same
• Build and execute portfolio plans to drive mitigate risk and growth through select 1 to 1 and larger 1 to many activities for the Scaled Americas portfolio
• Lead 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 success plan
• Work on strategic internal projects to help build the Customer Success program; our expectation is that anyone in this role has strong business acumen and the ability to create and teach best practices, new process, and enablement to the broader organization
• Document all customer interactions in internal systems, including Gainsight and Salesforce.com
• Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts; as our product evolves, we'll need to be constantly adjusting our engagement strategies based on these signals, which you'll be in the best position to identify and share back with internal teams
• Manage relationships across Sales, including reporting on business performance, training on best practices, and rolling out program updates to ensure sales people and leaders are abreast of best practices for interacting with Product-Led Customer Success

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.

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