MongoDB is looking for a Customer Success Manager to join our team in Dubai. In this role, you will act as the main point of contact and strategic advisor for our end users, leveraging both technical and account management skills to ensure their success. You will be instrumental in de-escalating issues, building long-term account plans, and helping to shape our Customer Success program.
What You'll Do
- Work as a strategic advisor to customers on MongoDB best practices and overall technology strategy.
- Collect feedback and identify roadblocks from customers to inform internal teams.
- Act as the link between customers and product engineering to develop new innovative solutions.
- De-escalate and resolve critical customer issues and complaints.
- Build and execute account plans to mitigate risk and drive growth 3+ quarters out.
- Lead in-person executive business reviews for strategic customers.
- Work on strategic internal projects to help build the Customer Success program.
- Document all customer interactions in internal systems, including Gainsight and Salesforce.com.
- Provide feedback and guidance to leadership on key signals within MongoDB Atlas.
- Manage the relationship with Sales Leadership and Account Executives in your territory.
- Forecast expected churn and growth to your senior leadership team.
- Help interview, onboard and ramp new team members.
- Act as a leader amongst your peers, running enablement sessions and product certifications.
What We're Looking For
- 5+ years experience in Customer Success, Account Management, Client Services or other similarly customer-centric role.
- Background and passion for advocating on behalf of customers.
- Mind for technology with an aptitude and curiosity to learn about technical concepts.
- Ability to act with a high level of autonomy and take full ownership of customer portfolio.
- Entrepreneurial mindset to build new processes or practices.
- Team player with passion for collaboration.
- Bilingual English and Turkish.
Nice to Have
- Prior exposure to database, cloud, and infrastructure technology.
Team & Environment
You will work closely with cross-functional teams including Sales, Professional Services, Solutions Architects, Tech Services, and the broader MongoDB ecosystem.
Work Mode
This position is based on a hybrid work model in our Dubai office.
MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process and is an equal opportunities employer.
