Digital Success Manager

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. Our Customer Success organisation combines business and technical expertise to help customers realise the full potential of their investment in MongoDB. This role sits within our Digital Customer Success Strategy team. This team exists to help manage and evolve how we serve customers through digital and agentic experiences. The team helps MongoDB deliver a consistent, personalised and relevant experience using data, lifecycle programmes, automation, and human judgement where it matters most. We are looking to speak to candidates who are based in Gurugram for our hybrid working model. The Role We are looking for a Digital Success Manager to foster high-impact customer relationships at scale by leveraging data, automation, and digital channels to deliver tailored, value-led experiences. Blending strategic insight with digital programmes, you will help advance our Digital-First strategy. Serving as a subject matter expert across a high volume of accounts, you will build deep knowledge of your assigned region, analyzing retention trends and uncovering new ways to add value. You will drive customer outcome strategies using scalable digital channels, automated health-score triggers, and 1:many outreach, stepping in as the human-in-the-loop when judgment or nuance is needed to define the next best action. Because this role is still evolving, we seek an entrepreneurial self-starter who is curious, driven, and excited to take initiative, and who uses AI hands-on to accelerate their work, conduct research, and manage programmes while understanding its limitations. Cross-functional partnership is central to this role: you will build a deep understanding of the priorities, programmes, and customer work underway across Sales and partner teams, then use that context to shape Digital Customer Success so our solutions connect with and complement existing efforts rather than being built in silos. Who You Are Our ideal candidate thrives in dynamic environments, is passionate and knowledgeable about AI, and brings strong analytical skills paired with a deep, customer-centric mindset. You are: • 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 Strong Cross-Functional Partner: Comfortable working independently and owning your patch, while proactively building strong partnerships across Sales and other teams. You invest in understanding their priorities, programmes, expertise, and work already underway, then use that knowledge to align early and co-design solutions that complement existing efforts rather than working in silos • 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 What You’ll Do: • Serve as the face of Digital CS for your region, building deep knowledge 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, designing 1:many workshops, webinars, and targeted digital touchpoints. Drive the regional 1:many strategy for our long tail segment, and drive selective 1:1 interactions where appropriate to ensure high impact • Partner closely with Sales, account teams, and cross-functional partners to deeply understand customers and the priorities, programmes, and solutions already underway across teams. Use that knowledge to align objectives and co-design digital-first programmes that connect with, complement, and scale existing efforts rather than duplicate work or build in silos. Share 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. What You'll Bring: • Experience: 3+ years in Customer Success, account management or a similar role; familiarity with scaled or digital models across 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 • 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 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 m