• Build and maintain strong relationships with customers • Drive customer retention and growth • Proactively monitor customer usage and satisfaction • Maintain a regular cadence of communicating with customers • Identify opportunities to upsell or cross-sell additional products • Identify at-risk customers and develop strategies to mitigate churn • Create positive experiences for customers that drive a positive NPS • Represent the voice of the customer

• Create a robust support system to provide comprehensive product assistance to customers, resellers, partners and pilots aimed at ensuring satisfaction, troubleshooting, and minimizing support requests. • Establish and manage a self-sustaining customer success system, actively catering to customer requirements, elevating overall customer satisfaction and loyalty, while also adeptly handling exceptional use cases. • Build and maintain strong customer relationships to enhance loyalty and retention. • Deliver product training and education to maximize customer value. • Coordinate with internal and external stakeholders for efficient and high-quality service delivery. • Oversee customer operations, from booking to delivery, ensuring excellence and satisfaction with the help of internal and external team members. • Manage data acquisition, including expanding drone pilot network and negotiating pricing. • Project manage field operations, addressing issues promptly and maintaining customer communication. • Coordinate legal, HSSE (health, safety, security & environment), logistical, and scheduling constraints for efficient project execution. • Utilize organizational skills to manage multiple functions and projects simultaneously. • Identify process gaps and streamline workflows for operational excellence. • Create a structured customer onboarding process for smooth transitions and successful adoption. • Anticipate risks and implement mitigation plans to minimize disruptions. • Become an expert on Sitemark products and provide support to both internal and external stakeholders, assisting them with product usage and optimization.

Role Description We’re passionate about delivering exceptional experiences for our customers. We’re looking for a Customer Success Manager (CSM) who thrives in a fast-paced, tech-driven environment and is committed to helping customers unlock the full value of our solutions. As a CSM, you’ll own the end-to-end customer journey—from onboarding and adoption through renewal and offboarding. You’ll act as a trusted advisor, ensuring customers achieve measurable success while collaborating closely with Sales, Product, and Support teams to drive retention, growth, and long-term partnerships. Key Responsibilities - Customer Onboarding & Adoption - Design and lead structured onboarding experiences that set customers up for success from day one. - Develop tailored onboarding plans, timelines, and success milestones aligned with customer goals. - Deliver product walkthroughs, training sessions, and proactive check-ins to ensure adoption. - Ongoing Customer Success & Relationship Management - Serve as the primary point of contact for assigned accounts, building strong, strategic relationships. - Monitor customer health, engagement, and usage metrics to identify risks and opportunities early. - Drive continuous value realization through regular business reviews and success planning. - Retention & Offboarding - Manage offboarding processes with professionalism and insight, capturing actionable feedback. - Analyze churn drivers and collaborate internally to improve retention strategies. - Revenue Growth & Expansion - Identify upsell and cross-sell opportunities based on customer needs and usage patterns. - Partner with Sales to support renewals and expansion strategies, demonstrating clear ROI. - Cross-Functional Collaboration - Act as the voice of the customer, sharing insights with Product and Leadership to influence roadmap decisions. - Work closely with Support to ensure the timely resolution of issues and a seamless customer experience. - Contribute to playbooks, process improvements, and scalable success initiatives. Qualifications - 3–4 years of experience in Customer Success, Account Management, or a related role. - Proven track record managing onboarding and lifecycle processes in a SaaS or tech environment. - Exceptional communication and relationship-building skills with a customer-first mindset. - Experience supporting renewals, upsells, and cross-sells. - Ability to manage multiple priorities and accounts in a fast-paced setting. - Proficiency with CRM and Customer Success tools (e.g., Salesforce, HubSpot, Gainsight). - Strong problem-solving skills and adaptability in a growth-oriented environment. What Success Looks Like in This Role - Customers onboard quickly and achieve clear value from our solutions. - High engagement, satisfaction, and adoption across accounts. - Reduced churn and actionable insights from offboarding processes. - Consistent identification of expansion opportunities and contribution to revenue growth. - Positive feedback from customers and internal teams—you’re seen as a trusted partner and key contributor. Additional Information - We are looking for candidates based in Latin America, South Africa, or the Philippines. - Please note that we process only one active application at a time—if you’ve applied for multiple roles, kindly direct any updates to the team handling your first application. - To start processing, submit your resume in English. - The final offer will be at the client’s discretion and will depend on your interview performance, skills, and experience.

Role Description As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross-functional resources to achieve high-stakes business goals. You’ll drive customer retention, revenue realization, and long-term advocacy while mentoring team members to elevate the organization's collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high-pressure scenarios. This role can be based out of our Berlin office or remotely in Germany. Key Responsibilities - Customer Advisory: - Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. - Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding to achieve their business goals through their MongoDB deployments. - Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes. - Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy. - Account & Portfolio Management: - Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. - Proactively manage a diverse portfolio of Enterprise customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success. - Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales teams. - Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. - Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions. - Internal Collaboration & Customer Advocacy: - Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap. - Coordinate across Sales, Product, Services, and Support to drive long-term health and value realization. - Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization. - Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region. Qualifications - 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product. - 4+ years experience being accountable for customer health and revenue realization for Enterprise customers. - Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite. - Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience. - Fluent level of German. Benefits - Supportive and enriching culture for everyone. - Employee affinity groups. - Fertility assistance and a generous parental leave policy. - Commitment to employee wellbeing and support throughout professional and personal journeys.