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.

Role Description We are looking for dynamic and passionate Relationship Manager, College Success Coach (CSC) to guide and support students in our Fidelity Scholarship Program in the key locations below: - Texas: Dallas, Houston, Austin, San Antonio The primary responsibility of the College Success Coach (CSC) is to provide direct support to students by connecting them to campus-based and other resources that are necessary to ensure academic and personal success. The CSC will design a curriculum that enhances leadership, academic and career exploration, development and success for Scholars and Alumni (where appropriate) and direct students to leverage their campus-based and UNCF provided resources beyond the scholarship funds that are provided. If you thrive in a mission-driven role and excel at building meaningful connections, this is your chance to make a lasting impact! Qualifications - Bachelor's degree from an accredited four-year college/university, an advanced degree preferred. - At least 2 - 5 years’ experience in the field of education, with a portion in a high school (9-12 grade) setting. - Experience in leadership, teamwork, and team building. - Experience in providing student service and developing and implementing curriculum and leadership development programs. - Experience with event planning and project management. - Experience with public speaking and group facilitation. - Standard computer proficiency in Microsoft Suite and social networking tools/platforms. Requirements - Strong empathic skills, active listening, and ability to converse about a range of topics. - Excellent analytical, organizational, and communication (written and oral) skills. - Ability to multi-task and pay close attention to detail. - Highly motivated and self-directed. - Strong interpersonal skills and ability to develop positive collaborative relationships. - Knowledge of student development & retention strategies for a culturally diverse population. - Ability to provide inspirational leadership. - Knowledge of budget development and fiscal management. - Ability to leverage social networks and platforms. - Ability to utilize data to make decisions. - Ability to administer surveys for scholar satisfaction. - Strong presentation skills. - Excellent written and communication skills. - Excellent organizational skills and ability to multi-task. - Self-motivated and self-directed with the ability to work collaboratively and independently. - Experience in working with diverse students. - Experience in developing and providing educational access and retention strategies for students in certificate, and two-year and four-year degree programs. - Experience working with underrepresented students with varying levels of college preparedness and diverse academic and career interests. - Familiarity with postsecondary institutions and their structures. - Knowledge of O365 with intermediate to advanced knowledge in Word and Excel. - Proficient in mail merges and correcting source or cell errors. - Proficient in the manipulation of Excel formulas. Benefits - Medical, Dental & Vision - Vacation, Sick & Personal Leave - Life Insurance (Basic & Optional) - Flex Spending Accounts - 403(b) Retirement Account - Holiday Savings Plan - Annual Success Sharing Company Description The United Negro College Fund (UNCF) has been an engine of educational achievement for more than 80 years. UNCF’s mission is to build a robust and nationally recognized pipeline of HBCU students who, because of UNCF support, become highly qualified college graduates. Since its inception in 1944, UNCF has raised over $6 billion in private support, distributed scholarships to help students attend school, and enabled more than 500,000 scholars and low-income students to graduate from UNCF’s member historically black colleges and universities (HBCUs) and launch professional careers. UNCF is committed to closing the educational attainment gap by increasing postsecondary access and success for student groups, particularly low-income and first-generation students.

• Own the day-to-day execution of digital programs across email campaigns, in-app engagement, community, and customer education. • Build and manage automated email campaigns that guide customers through onboarding, activation, and ongoing adoption milestones. • Identify at-risk accounts using health score signals and deploy targeted risk intervention sequences. • Collaborate with CSMs to align digital touchpoints with human-led plays across the customer journey. • Design and launch in-app guides, product tours, tooltips, and banners that drive feature discovery and usage. • Own day-to-day strategy and management of Momentus' online customer community platform. • Create and curate content that drives participation — including product tips, use cases, announcements, and discussions. • Manage end-to-end logistics and promotion for monthly customer webinars, including scheduling, platform setup, speaker coordination, and post-event follow-up. • Create new customer learning content including quick-start tutorials, how-to videos, and structured learning courses that help users build confidence and competency in the Momentus platform.

• Define and execute the strategy for Tithely’s customer community, including engagement goals, customer value, and long-term growth. • Own and manage the community platform and related communication tools. • Develop and implement programs that increase customer participation, engagement, and advocacy within the community. • Lead customer-facing communications during critical incidents such as outages, bugs, maintenance windows, and other high-impact events. • Create and manage lifecycle messaging strategies that keep customers informed without over-communicating. • Establish consistent messaging standards, tone, and communication cadences across customer touchpoints. • Own and scale Tithely’s Voice of Customer program, transforming customer feedback into actionable business insights. • Aggregate and analyze feedback from support tickets, surveys, NPS responses, community discussions, and direct customer interactions. • Build reporting frameworks that surface trends across customer segments, products, and lifecycle stages. • Partner cross-functionally with Product, Sales, Support, and Leadership to distribute VOC insights and influence decision-making. • Track and communicate how customer feedback is acted upon to reinforce customer trust and engagement. • Map and optimize the end-to-end customer journey, identifying opportunities to reduce friction and improve the customer experience. • Partner with cross-functional teams to ensure customer experiences align with intended processes and company standards. • Identify key moments that drive customer satisfaction, retention, and long-term loyalty.