Sr. Manager, Customer Journey Programs

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build anywhere—on the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

We are looking for an ambitious Customer Success leader who thrives on the opportunity to transform people and processes to deliver a world-class customer experience, at scale. The Sr. Manager, Customer Journey Programs will lead the team responsible for the end-to-end design and execution of the journey framework, including human-led programs, digital-first automation, and 1:many initiatives.  This role will ensure that we have the repeatable processes and gold standard programs to successfully steward our customers through attainment of their desired outcomes - and wildly successful MongoDB implementations!  The ideal candidate has a proven track record of producing a strategic portfolio of Customer Success programs across the journey, coupled with experience leading a high-performing team.

This role will based out of our San Francisco office

Responsibilities:

• Own the customer journey roadmap and serve as a strategic advisor across the organization to orchestrate delivery of a customer-centric experience 
• Align org-wide stakeholder groups including Customer Success, Operations, Marketing, Product, Sales, and executive teams to build consensus and drive results
• Define the moments that matter across the journey by which human and digital-led programs will be executed to reduce friction and accelerate velocity
• Lead the team responsible for the design, implementation, and scale of the core Customer Success engagement methodology and program portfolio
• Build a measurable framework to capture and prioritize customer satisfaction and sentiment at key moments of truth across the journey for ongoing optimization 
• Deliver recurring snapshots of customer journey engagement and effectiveness to inform prioritized recommendations and required program enhancements
• Collaborate with stakeholders to analyze quantitative and qualitative data to inform research-driven programs that stimulate desired customer outcomes
• Develop framework for meaningful insight groups within our customer communities and drive continuous listening efforts and closed-loop engagement programs

Qualifications & Requirements: 

• Experience leading a multi-dimensional programs function in a highly dynamic environment with a keen focus on accountability and delivery excellence
• Outstanding collaboration skills with the desire and patience to work cross-functionally with a diverse global team to establish and meet shared organizational goals
• Proven program management skills, including the ability to lead the development, documentation, and execution of a global Customer Success portfolio  
• Demonstrated hands-on experience in building customer journey frameworks and scalable Customer Success processes and playbooks aligned accordingly
• Passion for storytelling through an “outside in” perspective with a knack for translating data from multiple sources into actionable recommendations 
• Self-starter that takes initiative for proactively supporting both strategy and tactical execution plans with high attention to detail and delivery excellence
• Excellent interpersonal skills including effective listening, written and verbal communication, with the ability to influence and align strategic priorities
• Ability to remain calm and focused when handling multiple projects in an agile environment while still meeting deadlines with ease and accuracy
• Related experience including 5+ years executing a global Customer Success portfolio, and 2+ years of people management in a high-growth, fast-paced environment  

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Last updated on Aug 21, 2024