Strategic Customer Success Manager - Public Sector

MongoDB; City of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading database firm is seeking a Strategic Customer Success Manager for the UK Public Sector. The role requires over 9 years of experience in customer-facing roles and expertise in managing relationships with technical and executive stakeholders. The candidate should possess a strong advocacy for customers and have a technical background. This position offers a hybrid working model while focusing on providing best practices and enhancing customer satisfaction.

Benefits

Inclusive work culture

Support for personal and professional journeys

Qualifications

• 9+ years experience in a Customer Success, Account Management, Client Services role.
• 6+ years of supporting the UK public sector.
• Strong advocacy skills for customers within MongoDB.
• High autonomy and ability to manage customer portfolios.
• Experience with executive-level clientele.
• Background in software development preferred.

Responsibilities

• Provide guidance on MongoDB best practices.
• Collect customer feedback to inform internal teams.
• Manage customer relationships and resolve issues.
• Develop account plans to drive portfolio growth.
• Document customer interactions and provide feedback.
• Participate in internal projects to enhance Customer Success.

Skills

Customer Success

Account Management

Public Sector Experience

Technical Product Experience

Entrepreneurial Mindset

Collaboration

Education

Bachelor's degree

Technical degree preferred

MS preferred

Tools

Gainsight

Salesforce

Job description

Strategic Customer Success Manager - Public Sector

Join to apply for the Strategic Customer Success Manager - Public Sector role at MongoDB.

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. Atlas is our industry-leading developer data platform and globally distributed multi-cloud database, 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. MongoDB serves clients worldwide and supports developers in signing up to use MongoDB every month.

Role: Strategic Customer Success Manager

Individuals in this role are passionate about technology and ready to tackle new challenges. This is a relatively new role at MongoDB, so the candidate should thrive with ambiguity, operate autonomously, maintain a customer-centric approach, and help build the program. You will be a main point of contact for MongoDB end users, leveraging technical and account management skills and acting as the account team leader across Sales, Professional Services, Solutions Architects, and others. This role is based in London for our hybrid working model.

Our ideal candidate will have

• 9+ years experience in a Customer Success, Account Management, Client Services, or similar customer-centric role
• 6+ years of experience in or supporting the UK public sector
• A background and passion for advocating on behalf of customers — acting as an extension of the customers team within MongoDB
• A mind for technology; aptitude and curiosity to learn MongoDB concepts
• High autonomy to own the customer portfolio and drive outcomes; able to escalate to executive teams as needed
• Experience building relationships with technical decision makers, economic buyers, and executives (CTO, CIO)
• Entrepreneurial mindset; ability to create new processes to serve customers
• Team player with collaboration across Sales, Professional Services, Tech Services, and MDB ecosystem
• Technical product experience or education; software development experience and certifications preferred
• Proven experience contributing to global CS programs
• Bachelor's degree; technical degree preferred; MS preferred
• Candidate based in the UK (preferably London)
• Active enhanced Developed Vetting (eDV) security clearance

On a given day in this role you will:

• Work as a strategic advisor to customers, providing guidance on MongoDB best practices and overall technology strategy; lead enablement sessions and advise on strategies to optimize technical environments and spend; position and recommend product features to accelerate time to value
• Collect feedback and identify roadblocks to inform internal Product, Professional Services, and Leadership teams
• Act as the link between customers and product engineering to develop new solutions and contribute to the product roadmap
• De-escalate and resolve critical customer issues and complaints, including outages or custom solutions for critical applications
• Build and execute account plans to mitigate risk and drive growth across your portfolio for 3+ quarters
• Lead in-person executive business reviews with C-suite and technical leaders to align on business objectives and mutual success plans
• Participate in strategic internal projects to develop the Customer Success program and share best practices
• Document all customer interactions in internal systems (e.g., Gainsight and Salesforce)
• Provide feedback to leadership on signals within MongoDB Atlas indicating healthy or unhealthy accounts and adjust engagement strategies accordingly
• Manage relationships with Sales Leadership and Account Executives, including reporting on performance and rolling out program updates
• Forecast expected churn and growth to senior leadership
• Help interview, onboard, and ramp new team members; contribute as a senior team member in hiring decisions
• Lead enablement sessions, product certifications, and participate actively in team meetings to support colleagues’ growth

We are committed to an inclusive, supportive culture and wellbeing for all employees. We offer a range of programs and benefits to support personal and professional journeys. MongoDB is an equal opportunities employer and provides accommodations for applicants with disabilities in our process. Req ID: 425606

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other
• Industries
• Software Development

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