Responsibilities:

• Work as a strategic advisor to customers, providing guidance on MongoDB best practices and technology strategy
• Guide customers through the customer journey to accelerate their time-to-value from MongoDB
• Proactively identify and mitigate technical risks for complex accounts
• Facilitate the resolution of high-stakes customer challenges
• Collect feedback and identify roadblocks from customers to inform internal teams
• Act as a link between customers and product engineering to develop new innovative solutions
• De-escalate and resolve critical customer issues and complaints
• Build and execute account plans to mitigate risk and drive growth
• Lead in-person executive business reviews for strategic customers
• Work on strategic internal projects to help build the Customer Success program
• Document all customer interactions in internal systems
• Provide feedback and guidance to leadership on key signals within MongoDB Atlas
• Manage the relationship with Sales Leadership and Account Executives
• Forecast expected churn and growth to senior leadership team
• Help interview, onboard, and ramp new team members
• Act as a leader amongst peers, running enablement sessions and product certifications

Requirements:

• 7+ years experience working in Customer Success, Technical Account Management, Professional Services, or other similarly customer-centric role
• 4+ years experience being accountable for customer health and revenue realization
• Background and passion for advocating on behalf of customers
• Mind for technology and aptitude for learning
• Ability to act with a high level of autonomy
• Entrepreneurial mindset and team player approach
• Demonstrated continuing technical education
• Prior exposure to database, cloud, and infrastructure technology is a plus
• Fluent level of English and ideally another European language

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The Research, Analytics & Data Science (RAD) team at Intercom uses data and insights to drive evidence-based decision-making. As a Forward Deployed Data Scientist, you'll embed with customers to build Enterprise-grade Fin deployments. You'll play a pivotal role in transforming how our most strategic customers scale customer support , working closely with them and our go-to-market teams to design, build, and implement data-driven solutions that unlock measurable impact.

Responsibilities:

• Drive the adoption of Fin by helping customers automate and scale their support operations.
• Embed with strategic customers to understand their support workflows, data, and business challenges , to identify and implement opportunities where AI can deliver measurable impact.
• Steer customers toward best practices in measurement and AI adoption to realize the full value of Fin.
• Partner closely with Sales, Success, and Product to deliver seamless customer experiences and successful deployments, and to create feedback loops that shape product development.
• Use AI to prototype, test, and scale data-driven solutions, building tools that make us faster and more effective in driving Fin adoption and customer impact.

Requirements:

• Proven ability to apply data science in real-world business contexts to drive measurable outcomes.
• Strong collaboration mindset; skilled at working across Sales, Success, Product, and Engineering.
• High adaptability and ownership: able to shift between deep technical analysis and high-level strategic framing.
• Excellent communication skills, both technical and non-technical.
• Rapid prototyping with systems thinking: you know when a customer needs a fast, bespoke answer, and when to build something others will keep using.
• Excellent SQL and production-aware Python, you write code other people can run, not just code that runs once and are experienced applying analytical and statistical methods to real business problems.
• Experience with AI/ML evaluation, LLM-driven applications, or conversational AI.
• Willing to travel and work on-site with customers to build deep relationships and uncover insights firsthand.

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