Vaga de Manager, Customer Success
1 vaga: | Publicada em 04/05
- A Combinar
Sobre a vaga
The worldwide data management software market is massive (According to IDC, the
worldwide database software market, which it refers to as the database management
systems software market, was forecasted to be approximately $82 billion in 2023
growing to approximately $137 billion in 2027. This represents a 14% compound
annual growth rate). At MongoDB we are transforming industries and empowering
developers to build amazing apps that people use every day. We are the leading
developer data platform and the first database provider to IPO in over 20 years.
Join our team and be at the forefront of innovation and creativity.
MongoDB is looking for an experienced and results-oriented people leader to help
grow our Customer Success program out of Austin, Dallas or Atlanta. You will play
a key role in the growth and success of MongoDB, our customers and CS team
members. Your team will be working directly with our customers, and youll help
develop an outstanding program in one of its most exciting phases.
You will recruit and provide the coaching, mentoring and development that will
enable both our high-touch and tech-touch Customer Success teams to positively
impact customers, develop skills, and grow their careers over time. In addition to
recruiting, retaining, and developing talent, you will also be responsible for
crafting and executing initiatives to increase our customer retention and
happiness, identify expansion opportunities, and promote customer adoption of
MongoDB.
This position is hybrid out of our São Paulo office.
Were looking for someone with...
Passion for and experience in hiring, developing and managing a team of individual
contributors. Your team and their success are your top priority
A proven track record and experience with fast-growing teams, using data to drive
initiatives and guide your decision making processes
A mind for technology. Well teach you all about MongoDB and databases, but our
users and products are inherently technical. You should be too
Experience or aptitude for learning enterprise infrastructure technologies;
exposure to MongoDB or NoSQL databases is a plus, but not required
High organization in your workflows. To lead and execute efficiently, youll need
to be a specialist in prioritization and time management
You know how to deal with ambiguity and be able to navigate through it with
perseverance, a positive mentality and a point of view. Were still growing and
learning and will look to you to help us establish and evolve processes
A strong desire to embrace partnership and collaboration. Youll be working with
multiple teams on a regular basis (Sales, Marketing, Support, Product, etc.) and
helping to build the Customer Success brand across our entire organization
You have experience in working and collaborating with internal and external
partners with diverse cultural and professional backgrounds
An adaptive mentality. You love an ever-changing environment where you are
constantly improving yourself, the team and your processes
Outstanding verbal and written communication skills with the ability to present to
a diverse audience both internally and externally
You are proficient in English & Portuguese (spoken, written, and reading), Spanish
is a plus
A Bachelor's degree combined with 2+ years of management experience, preferably in
a customer success or account management capacity
Role Overview & Key Responsibilities
People leadership:
Recruit, mentor and develop individuals on the CSM team
Execution:
Define and lead to a set of analytical metrics to guide the direction of the team;
deliver against quarterly and long-term targets
Build programs:
Craft and execute initiatives sought to grow customer retention, expansion,
satisfaction, and product adoption
Executive presence and communication:
Build and maintain relationships across MongoDB teams, organizations and offices
Success Measures:
The Manager, Customer Success will be successful in this role when they can execute the following strategic tasks/responsibilities:
In the first 3 months youll have ramped on our key CS processes and program,
effectively completed our weeklong training bootcamp and started interviewing for
new team members
In 6 months, have hired your team to at least 90% capacity (as per hiring plan
outlined to you). Youre actively mentoring and guiding the team through quarterly
and monthly team goals and initiatives
In 12 months youll have accomplished and are 100% on track for your teams hiring
plan, coach your individual contributors on the team efficiently, and are on
achieving and exceeding your team goals for retention, expansion and customer
satisfaction
To drive the personal growth and business impact of our employees, were 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 its 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.