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.

• Establish strong relationships with existing clients to promote Cennox and serve as their single point of contact. • Works with the client to develop and maintain a Business Account Manual (BAM) for all Service Accounts assigned and distribute to the field, call center, logistics and client service personnel. • Proven capacity to review customer contracts at length to gain high-level understanding of contractual obligations and expectations. • Function as the single point of contact for all service-related issues including escalations and invoice disputes in a timely manner. • Establish and maintain a regular meeting schedule with each assigned customer and maintain meeting minutes. • Video conference calls as requested by the customer. A professional appearance and backdrop are mandatory. • Review monthly reporting and provide recommendations on how to improve performance, efficiency and how to improve customer satisfaction.

Communicate product updates to customers, make outbound calls, assist with sales and customer service tasks, and maintain product data and website content while supporting a range of customer engagement functions.

• This role is responsible for serving as a trusted partner to a dedicated book of business, driving adoption, engagement, and consistent revenue retention. • In this position, you will manage the end-to-end customer journey, from initial adoption through the renewal cycle, ensuring our products and platforms deliver on their promise. • By proactively solving courseware challenges and demonstrating ongoing value, you protect our revenue base and build deep-seated loyalty within your book of business. • Your success is defined by your ability to navigate the academic cycle and anticipate educator needs, ensuring faculty and students realize the full potential of our technology, which facilitates account renewals and the successful continuation of our partnership. • The Customer Success Specialist reports directly to the Team Manager, Customer Success – Higher Education.