Digital Success Manager

Job description

This role sits within our Digital Customer Success team. This team exists to 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 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 advance our Digital-First strategy and achieve key organizational goals. Serving as a subject matter expert across a high volume of low-to-mid-tier accounts, you will build deep knowledge of the long tail of your assigned region, analyzing retention trends and uncovering new ways to add value. Rather than conducting traditional 1:1 meetings, you will drive customer outcomes using scalable digital check-ins, automated health-score triggers, and 1:many outreach, stepping in personally as the human-in-the-loop escalation point when judgment, nuance, or a personal touch is needed. Because this role is still evolving, we seek an entrepreneurial self-starter who is curious, driven, and excited to take initiative, someone who is knowledgeable and excited about AI and uses it hands-on to accelerate their work, run their own research, and manage their own programmes,  but also understands its limitations. In this role you will partner closely with sales and cross-functional teams to shape the future of Digital Customer Success. We are looking to speak to candidates who are based in Gurugram/Bengaluru for our hybrid working model. 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: • 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 What You’ll 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 What You'll Bring: • 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 tra