• Drive growth and success across a portfolio of our Aged Care partners • Identify and unlock new opportunities through market and customer insights • Build strong, trusted relationships with key decision-makers and stakeholders • Lead the development of compelling proposals, tenders, and new solutions • Partner cross-functionally to ensure smooth rollout and ongoing optimisation • Track, measure, and communicate the value and impact delivered to customers

• Drive retention and expansion across your portfolio by building trusted relationships with executive and clinical stakeholders. Identify risks early, develop sharp mitigation plans, and surface growth opportunities aligned to customer goals. Use AI-powered tools and analytics to stay ahead of account health trends and act with precision. • Lead strategic discussions and Executive Business Reviews that clearly connect CipherHealth's care coordination platform to measurable outcomes — patient experience, readmissions, quality metrics, and financial ROI. Present independently and confidently to senior system-level leaders, translating complex data and insights into clear, compelling recommendations. You know how to navigate the complexity of large, matrixed health systems to get things done. • Own customer onsite visits from agenda through execution — with clear outcomes, tight preparation, and high-impact delivery. Lead executive presentations and frontline discussions that deepen trust and accelerate adoption. Leverage AI tools to streamline prep, synthesize insights, and personalize the experience for each strategic account. • Ensure customers achieve sustained adoption and quantifiable value from CipherHealth's care coordination platform. Advise on best practices for rounding, outreach, and engagement programs — connecting product usage to outcomes data, ROI, and the evolving AI capabilities within our ecosystem. • Be the voice of the customer internally. Partner with Product, Implementation, and Support to solve problems, influence the roadmap, and deliver a seamless experience. Bring forward patterns and insights — including those surfaced through AI tools — that shape how we build and serve. • Turn utilization trends, outcomes data, and engagement signals into actionable insights. Use BI tools, CS platforms, and AI-assisted analysis to build concise, high-impact reports and executive presentations that drive decisions and demonstrate CipherHealth's value.

• Kundenbetreuung end-to-end: Du begleitest B2C- und B2B-Kunden vom ersten Kontakt bis zur erfolgreichen Auszahlung der CO₂-Prämie. • Klare Antworten: Registrierung, Unterlagen, Status, Fristen, Auszahlung – du machst komplexe Themen einfach verständlich. • Vorgangs-Steuerung: Du koordinierst offene Vorgänge, definierst klare Next Steps und behältst auch bei vielen parallelen Fällen den Überblick. • B2B-Begleitung: Du unterstützt Flottenbetreiber und Partner bei strukturierten Einreichungen – professionell und verbindlich. • Wachstum aus Bestand: Du erkennst Cross-Selling-, Upselling- und Retention-Potenziale und ziehst sie aktiv. • CRM-Pflege: Saubere Kunden- und Vorgangsdaten – Grundlage für alles, was wir tun. • Customer Journey mitgestalten: Du bringst Feedback zurück ins Team und hilfst, Prozesse besser, schneller und skalierbarer zu machen.

Role Description As a Strategic Customer Success Manager, you are a trusted technical and business advisor helping our most significant strategic accounts navigate their long-term roadmaps on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a book of G2000 business, acting as a strategic partner to C-suite and technical leaders to align MongoDB’s capabilities with their multi-year IT transformations. You’ll drive customer retention, proactive consumption, and executive-level advocacy. You’ll build deep relationships with CIO/CTO personas, understand the nuances of complex market challenges, and orchestrate global resources to deliver transformative business value where your customers need it most. Key Responsibilities - Customer Advisory: - Proactively identify and mitigate complex consumption risks by combining technical goals with success metrics and advising on sophisticated architectural strategies. - Deliver optimal solutions for significant strategic accounts, accelerating time-to-value and guiding customers to achieve high-stakes business goals through their MongoDB roadmap. - Conduct comprehensive customer business reviews for complex accounts, analyzing technical health and operational performance while translating insights into strategic value-based outcomes. - Partner with C-suite and technical leaders to align on objectives and champion alignment of joint roadmaps that foster significant database growth. - Account & Portfolio Management: - Lead the cross-functional development of comprehensive account programs, outlining key deliverables and resource allocations that drive customer maturity and global revenue realization. - Proactively manage a portfolio of the company’s most significant strategic accounts, developing and executing high-impact strategies to maximize value realization, executive advocacy, and long-term success. - Track and report progress against strategic outcomes, provide high-precision forecasting for high-value portfolios to senior leadership, and identify data patterns to drive growth and support presales expansion. - Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. - Use AI-driven innovation to scale best practices globally, transform consumption patterns, and create advanced technical solutions for strategic accounts. - Internal Collaboration & Customer Advocacy: - Serve as the strategic voice of the customer within MongoDB, leveraging insights from complex environments and unique use cases to directly influence the product roadmap and coordinate cross-functional execution. - Connect customers with the right internal resources, including high-level Marketing programs and Executive Sponsor alignment, while leading collaborative learning sessions to ensure MongoDB maximizes value for our most significant accounts. - Orchestrate complex cross-functional initiatives, such as global migrations and modernization factories, by directing dedicated account teams to enable consumption growth. Qualifications - 9 to 12+ 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. - 6+ years experience being accountable for customer health and revenue realization for a defined book of strategic G2000 business. - Excellent verbal and written skills with the proven ability to influence technical and business outcomes at the C-suite level without direct authority. - Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience. Benefits - Equity participation. - Participation in the employee stock purchase program. - Flexible paid time off. - 20 weeks fully-paid gender-neutral parental leave. - Fertility and adoption assistance. - 401(k) plan. - Mental health counseling. - Access to transgender-inclusive health insurance coverage. - Health benefits offerings.