Customer Success Managers (CSMs) play an integral role at MongoDB by providing our customers with the tools and guidance they need to make an impact on the world with their applications. Our Customer Success team is made up of employees from all around the world and collectively speaks 10 languages. Stay tuned to learn more about how the team has grown over the years and get insights into what a day in the life of a CSM at MongoDB is really like.
Customer Success at MongoDB
For CSMs at MongoDB, every day is different. With a wealth of growth opportunities, a diverse set of customers, and the chance to play a role in the full lifecycle of a customer’s journey, CSMs have the opportunity to constantly innovate and develop creative solutions.
Here, Demarcus Lloyd and Paige Jornlin from the U.S.-based team share what it’s like to be a CSM at MongoDB.
Demarcus Lloyd, Senior Customer Success Manager, Austin
Candidates often think you need to have a strong background in tech to be a CSM at MongoDB, but that’s not necessarily the case. I, for example, completed a college degree in chemistry and international studies, and in 2015, I was working full time in a molecular biology and pathology division of a lab. Initially, I was worried that without a computer science or engineering degree, the move to a technology company would be too difficult of an adjustment, but the opposite proved to be the case. I transitioned my career and joined a health IT company, where I was promoted to a Customer Success role within a year. That role opened doors for other opportunities and eventually led me to join the database space with MongoDB. My portfolio includes computer software and hardware companies, as well as retail, media, oil and gas, and even healthcare companies. This type of diversity in industries creates exposure to some really niche and interesting use cases for MongoDB.
One of my favorite success stories is about one of my customers that had major concerns around migrating from on-prem deployment to our cloud offering, Atlas, and sharding several terabytes of data for a customer-facing application. This hesitancy was delaying the company’s overall goal to offload from its data centers by 2022, which could implicate millions of dollars in cost savings. Knowing the team needed to see another successful customer example to move forward, I leveraged a key stakeholder relationship I built with another customer that had a very similar migration and sharding experience. The Lead Engineer agreed to provide me with their tech specs, success metrics, and migration experience to be shared back with the customer. By sharing this proof point, I was able to restore my customer’s confidence, and the company was able to migrate its preproduction workloads a month ahead of schedule and begin migrating production workloads in Q3, ultimately accelerating and de-risking an expansion.
When it comes to our team culture, the Customer Success organization is a collective of some of the most talented and selfless individuals I have had the opportunity to work with. For most of us that don’t come from a database background, we recognize that MongoDB can be challenging for beginners to learn. However, the individuals on the team all have strengths and weaknesses, and this is where the collaborative spirit pulls through. A lot of the playbooks, team enablement, and initiatives that are in place for the team are spearheaded by the CSMs themselves, with a focus on the betterment of the global team.
We also have a lot of team events. I manage our global happy hour sessions for all new hires every quarter to welcome them to the team. Recently, we had a trivia night as a team-building exercise. The questions ranged from films to history, music, and even Greek mythology. With the various age groups that make up the CSM team, it was interesting to see firsthand the generational familiarity across the topics. At times, it was really competitive, but it was a lot of fun.
Paige Jornlin, Customer Success Team Lead, New York City
When I first joined MongoDB in May 2018, I was blown away by the onboarding process. Right from day one, they guide you through your ramp-up and make sure you have everything you need to feel comfortable talking to these really technical customers. I also was paired up with a “buddy” at MongoDB to help me with all of my questions during my first few weeks, and I attended our incredible sales boot camp. Since 2018, we’ve only made improvements to these programs. At the beginning of COVID-19, we built out a Customer Success boot camp to take these concepts they’re learning about throughout their ramp-up plan and let them hear directly from the experts. I was certainly impressed two-and-a-half years ago when I joined, but it’s changed drastically, and we have a huge focus on making sure that any new hire has all the tools and support available to really get comfortable with it.
The Customer Success team takes a really powerful, impactful product and jumps in to expedite and ensure a customer’s success. We offer a really deep level of guidance and partner closely with our clients as they work toward all of their upcoming objectives. We like to think of ourselves as an extension of their team. We also focus on making sure customers can take advantage of the whole ecosystem of tools they have available to them and on ensuring that their experience is seamless.
Every day in my role is different. One day, I might be meeting with our Sales leaders from the various regions I support to strategize on how to best support accounts and de-risk them, while on another day, I might be working with my team to drive toward their metrics and career goals. I’m also really passionate about bringing the team together for enablement and mindshare of what’s going well and what the team might be struggling with.
Our team culture is one of the things that excites me the most. Having a team of people I want to be around who are extremely intelligent, challenge me, and make me feel super comfortable is of the utmost importance to me. Because of COVID-19 and our office closure, I ate lunch by myself for the first time after two years in my role here, and it felt so weird because this is such a tightly knit team. We’re always doing things together — constantly looking to collaborate on projects or even just hang out. The team culture has been one of my favorite parts of working at MongoDB. Our team is also really diverse, and people’s differences are embraced. Without having that diversity of background, thought, race, sex, and so forth that exists on our team, we wouldn’t be able to innovate, challenge the norm, or think about different ways of doing things as much as we do.
Interested in pursuing a career at MongoDB? We have several open roles on our teams across the globe, and would love for you to build your career with us!