Customer Success Manager

Senior Customer Success Manager

Mongodb

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 Tel Aviv for our hybrid working model. OUR IDEAL CANDIDATE WILL HAVE * 7+ years 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 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, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc * An entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment * A team player approach 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 * Demonstrated continuing technical education (e.g., MongoDB DBA track, hyperscaler certifications) * Prior exposure to database, cloud, and infrastructure technology is a plus * Fluency in both Hebrew and English  ON A GIVEN DAY IN THIS ROLE YOU WILL: * Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal MongoDB team members, advising the customer on strategies to optimize their technical environment or current spend with MongoDB, positioning and recommending product features and best practices to accelerate customers time to value and growth * Guide customers through the customer journey to accelerate their time-to-value from MongoDB, overseeing the technical success plan from committed ARR to active consumption. Includes advising customers on on their deployment health & strategies for operating and maturing their MongoDB environments * 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 * 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 * Act as the link between our customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of our product by acting as the Product team’s eyes and ears in this field * De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB; this could include anything from navigating a customer outage that has a financial impact on their business, to helping an application team devise a custom MongoDB solution or implementation for their critical application, no day is the same * 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 to align to business objectives and agree to a mutual success plan * Work on strategic internal projects to help build the Customer Success program; our expectation is that anyone in this role has strong business acumen and the ability to create and teach best practices, new process, and enablement to the broader organization * Document all customer interactions in internal systems, including Gainsight and Salesforce.com * Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts; as our product evolves, we’ll need to be constantly adjusting our engagement strategies based on these signals, which you’ll be in the best position to identify and share back with internal teams * Manage the relationship with Sales Leadership and Account Executives in your territory, including reporting on business performance, training on best practices, and rolling out program updates to ensure sales people and leaders are abreast of best practices for interacting with Customer Success * Forecast expected churn and growth to your senior leadership team * Help interview, onboard and ramp new team members - as a more senior team member you will have an immediate role in who joins the team * Act as a leader amongst 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 data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform 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 data platform and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.  To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world! 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. Req ID: 2273451207

Customer Success Manager

Wallenius Wilhelmsen Ocean AS, filial Sverige

The Customer Success Manager (CSM) is a member of the account team* and the role is responsible for ensuring consistent customer satisfaction, efficient operational delivery and execution on contracts, and strong alignment between customer commitments and commercial targets. And by that securing long-term customer retention. The role defines and oversees the global Customer Success strategy for the account, drives continuous improvement, and represents the customer voice internally to support retention, renewals, and long-term partnership success *Account Team refers to Global Team led by Key Account Manager or Account Manager. Direct Reporting Line to Regional Customer Success Manager and Functional reporting line to Key Account Manager for the respective Account supported. Key Responsibilities Point of contract to customer for operational related topics (through post contract signing, ie the execution phase of contracts) • Ensures KAM and Account Manager(s) and other stakeholders are briefed on operational performance, potential risks, and escalation statuses • Represent customer voice for the account internally in WalWil in discussions on strategic direction and priorities • Serve as the global escalation lead for the account, ensuring a "One WW" experience by bridging the gap between customer expectations and operational execution, drives resolution with BU Operations • Lead the preparation and delivery of structured Business Reviews with the customer, translating operational data into actionable insights that demonstrate the partnership's value • Proactively manage the CSAT (Customer Satisfaction) lifecycle, developing and executing robust action plans based on customer feedback and "voice of customer" data • Maintain high levels of transparency and trust through proactive communication, ensuring the customer is aligned with WWs operational capabilities and constraints. Operational Governance & Service Delivery Coordination: Contractual Integrity & KPI Oversight: Own the end-to-end monitoring of SLAs (Service Level Agreements) and KPIs, driving root-cause analysis (RCA) and permanent resolution for any service deviations. Ensure WalWil service delivery meets contractual obligations and performance standards. • Lead hand over from contract signing to operational execution (ie implementation of the contracts), ensuring full alignment of SOPs (Standard Operating Procedures) • Capacity & Demand Orchestration: Act as the primary interface for volume prioritization, synthesizing customer demand forecasts to help Business Units optimize capacity and operational readiness. • Escalation Orchestration: Coordinate internal stakeholders to resolve complex operational disruptions, ensuring the CSM acts as the conductor rather than the primary problem-solver for functional tasks (e.g., Finance/IT). • Financial Health & Compliance: Monitor DSO (Days Sales Outstanding) and billing accuracy, ensuring the account operates within financial targets and adheres to global compliance standards. • Manage large disruption cases (e.g., USTR, Suez) internally and externally • Work with Operation to continuously improve service quality. Strategic Commercial Enablement (Growth & Insights): The role defines and oversees the global Customer Success strategy for the account, drives continuous improvement, and represents the customer voice internally to support retention, renewals, and long-term partnership success • Lead, drive and participate in continuous improvement and transformation initiatives globally related to Customer Success, to account for increased customer satisfaction and to ensure success of renewal and retention strategy • Support KAM in securing contract renewals by providing data points of delivery performance, service excellence and identifying "at-risk" areas early in the contract lifecycle. • Lead Generation & Expansion: Leverage deep system and process knowledge to identify hidden inefficiencies or untapped needs within the customer's supply chain and identify and qualify tactical growth opportunities (new trades, lanes, or services) to generate new opportunities • Digital & Green Adoption: Drive the adoption of WWs digital visibility tools and sustainability initiatives (e.g., BAF 2.0), positioning these as essential value-adds to the customer’s outbound supply chain What We’re Looking For Stakeholder Management and communication • Relationship: Well developed interpersonal skills with a track record of building trust across organizations • Executive Communication: Excellence in articulating complex operational issues clearly and confidently to both tactical teams and senior management. • Interpersonal Influence: Strong ability to build trust-based relationships across diverse regions, cultures, and business units. Business & Commercial Acumen • Demonstrates customer insight to understand value drivers and WalWil impact on business with empathy and ability to manage expectations tactfully Adaptive Mindset & Execution • Solution-Oriented Leadership: A proactive mindset with the ability to navigate complex global supply chain challenges and drive consensus without direct authority. • Analytical skills: Ability to synthesize data into meaningful performance stories and root cause solutions. • Operational Rigor: Highly structured approach to work with meticulous attention to detail, quality, and CRM discipline. • Experience with, or interest in continuous improvement, transformation and standardization of customer success processes. Education Background & Work Experience • Experience within Customer success / care / support, account management and / or shipping, logistics or SCS operations • Bachelor’s degree in business, engineering or supply chain or equivalent experience • 5-10 years working experience.

Customer Success Manager

Våning 18 AB

Som Customer Success Manager ansvarar du för att utveckla och vårda våra befintliga kundrelationer. Ditt fokus ligger på att säkerställa att kunderna upplever tydligt värde av våra tjänster och väljer att fortsätta samarbeta med oss över tid. Du blir en viktig del av kundresan – från onboarding och uppstart till löpande uppföljning, rådgivning och affärsutveckling. Du tar över och förvaltar en betydande del av bolagets befintliga kundstock, vilket innebär att du arbetar med etablerade relationer och får en central roll i att utveckla samarbetena vidare, öka kundnöjdheten, stärka förnyelsegraden och skapa långsiktigt värde för både kunden och Våning 18. Arbetsuppgifter Bygga och utveckla långsiktiga kundrelationer Säkerställa att kunderna upplever tydligt värde av vårt samarbete Arbeta proaktivt med uppföljning, rådgivning och kundutveckling Identifiera möjligheter till merförsäljning där det skapar affärsnytta för kunden Ansvara för att öka kundnöjdhet och förnyelsegrad Samarbeta nära säljare, tekniker och projektledare för att skapa bästa möjliga kundupplevelse Vi söker dig som Erfarenhet av kundrelationer, försäljning eller affärsutveckling Duktig på att bygga förtroende och skapa långsiktiga relationer Affärsmässigt tänk och förmåga att se möjligheter att utveckla kunder Självgående, strukturerad och lösningsorienterad Trivs med att arbeta mot tydliga mål och nyckeltal Uttrycker dig väl på svenska i tal och skrift Meriterande Erfarenhet från digital marknadsföring, SEO, Google Ads eller Paid Social värderas högt för denna roll