Digital Customer Success Manager
MongoDB · Posted Oct 15
Modern database platform, cloud database-as-a-service, vector search, and developer data services
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About the role
The Digital Customer Success team at MongoDB manages and evolves how customers are served through digital and agentic experiences, using data, lifecycle programmes, automation, and human judgement to deliver consistent, personalised experiences at scale. MongoDB provides a cloud-native, globally distributed data platform (MongoDB Atlas) across AWS, Google Cloud, and Microsoft Azure. The Digital Success Manager will own a high volume of low-to-mid-tier accounts across an assigned region, driving retention and outcomes through 1:many digital programmes, health-score triggers, and AI-assisted tooling, while partnering with sales and cross-functional teams as the human-in-the-loop escalation point.
What you will do
- Serve as the face of Digital CS for your region, building deep knowledge of the long tail of your assigned region and acting as the key domain expert, advocate, and human-in-the-loop escalation point for digital customer success strategies in your region
- Lead customer engagement and retention through digital-first programmes, hosting 1:many interactive workshops, webinars, and targeted digital touchpoints. Drive the regional 1:many strategy for our long tail segment, stepping in with selective 1:1 interactions where appropriate to ensure high impact
- Partner closely with sales and account teams to deeply understand customers, co-design digital-first programmes together, report regional insights, and unlock enablement opportunities, improve onboarding, and mitigate churn
- Use AI tools and techniques to build your own dashboards, conduct your own research, and manage your own programmes, bringing curiosity and initiative to how you work, not just what you deliver
Skills used in this role
What the employer is looking for
- Regional Expert & Escalation Point: Deep, long-tail knowledge of your assigned region, you know the accounts, patterns, and risks well enough to be the human-in-the-loop escalation point when automated programmes need judgment or a personal touch
- AI-Native & Hands-On: Genuinely excited and knowledgeable about AI, and you use it in your day-to-day work, building your own dashboards, running your own research, and managing your own programmes rather than waiting on others to build the tooling for you
- Curious & Driven: Self-directed, endlessly curious, and always looking for the next insight, improvement, or opportunity to add value
- Independent, Yet a Great Partner: Comfortable working independently and owning your patch, but equally strong at partnering, especially with long tail sales teams, to understand customers and co-design programmes together
- Data-Driven & Analytical: Skilled at analyzing customer trends and data to unlock value and optimize customer outcomes at scale
- Digital Channels Specialist: Experienced in using scalable 1:many digital engagement models and outreach strategies to connect with customers effectively
- Strategic Thinker: Able to translate customer insights into strategic initiatives that advance Digital-First goals and drive long-term success
- Experience: 3+ years in Customer Success or a similar role; familiarity with scaled or digital models across the onboarding and consumption phases
- AI Fluency: Genuine enthusiasm for and hands-on experience with AI tools, with a track record of using them independently to build dashboards, automate research, or manage programmes
- Mindset: Curious, driven, and entrepreneurial, comfortable building processes from scratch and developing innovative solutions that deliver measurable results, while working both independently and as a strong partner to others
- Collaboration Skills: Proven ability to work cross-functionally, particularly with sales teams, and align objectives across diverse stakeholders
- Adaptability: Comfortable navigating fast-moving shifts in scope, strategy, and goals
- Tech-Savviness: Familiarity with the tools and technologies that support digital engagement (e.g., automation tools, CRMs, CS software)
- Analytical Acumen: An ability to analyze data and extract actionable insights for program optimization
Benefits and support
- employee affinity groups
- fertility assistance
- generous parental leave policy
About MongoDB
MongoDB is a modern, general-purpose database platform designed to unleash the power of software and data for developers and enterprises globally. Its flagship cloud database service, MongoDB Atlas, supports flexible document models, vector search, and transactional capabilities built for modern cloud and AI-driven workloads.
- Industry
- Database Software
- Company size
- 5741 employees
- Founded
- 2007
- Location
- New York, New York, USA
- Funding stage
- Public Company
Funding
Public Company · $311M raised
- 2015-01-01Series F$80M
Leadership
President and Chief Executive Officer
Chief Financial Officer
Chief Technology Officer
Chief Customer Officer
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