Customer Success Manager - Turkish Speaker

Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head first into new challenges. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program.

In this role you will also become a main point of contact for MongoDB end users by leveraging your technical and account management skills as well as acting as the account team leader across Sales, Professional Services, Solutions Architects, etc.

We are looking to speak to candidates who are based in Dubai for our hybrid working model.

Qualifications

• 7+ years of experience working in Customer Success, Technical Account Management, Professional Services or other similarly customer centric role for a technical product (ideally consumption based)
• 4+ years of experience being accountable for customer health and revenue realization for a defined book of business/portfolio of accounts for Forbes Global 2000 customers
• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers team within MongoDB
• A mind for technology - we'll teach you about MongoDB and databases, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts
• The ability to act with a high level of autonomy, taking full ownership of your customer portfolio and making key decisions to drive effective customer outcomes
• An entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new processes or practices to ensure we best serve this customer segment
• Team player and passion for collaboration - this role will work with some of our most strategic growth customers so must align closely to Sales, Professional Services, Tech Services, and the broader MDB ecosystem
• Prior exposure to database, cloud, and infrastructure technology is a plus
• Bilingual English and Turkish

Responsibilities

• Work as a strategic advisor to your customer, providing guidance on MongoDB best practices and their overall technology strategy; this may include running enablement sessions alone or with internal MongoDB team members
• Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how MongoDB can build a stronger product and go to market organization
• Proactively identify and mitigate technical risks for complex accounts by designing custom remediation plans and implementing best practices to pre empt critical issues
• Facilitate the resolution of high stakes customer challenges while identifying strategic opportunities to expand MongoDB usage through optimized technical solutions
• Act as the link between our customers and product engineering to develop new innovative solutions and help shape future product roadmap
• De escalate and resolve critical customer issues and complaints, finding the best possible solution for both the customer and MongoDB
• Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio
• Lead in person executive business reviews for strategic customers in your portfolio, including interfacing with C suite executives and other technical leaders
• Work on strategic internal projects to help build the Customer Success program, creating and teaching best practices, new processes, and enablement to the broader organization
• Document all customer interactions in internal systems, including Gainsight and
• Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts
• Manage the relationship with Sales Leadership and Account Executives in your territory, reporting on business performance, training on best practices, and rolling out program updates
• Forecast expected churn and growth to your senior leadership team
• Help interview, onboard and ramp new team members
• Act as a leader among your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB's unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud native platform, MongoDB Atlas, is the only globally distributed, multi cloud database available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI native startups, we're powering the next era of software.

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.