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 int