Senior Manager of Customer Journey Programs, MongoDB
$101-198k
Developer data platform
Open for applications
Developer data platform
1001+ employees
Open for applications
$101-198k
1001+ employees
Company mission
To empower innovators to create, transform, and disrupt industries by unleashing the power of software and data.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
MongoDB is an open-source, cross-platform, document-oriented database system. It stores data as JSON-like documents and is written in C++, Go, JavaScript and Python.
Essentially, the company develops tools and blueprints to help businesses and organisations modernise their legacy applications, migrating them to the MongoDB database and the MongoDB Atlas cloud database. With this initiative, MongoDB is particularly taking aim at Oracle customers with ageing applications running on the Oracle relational database system.
Since its release, MongoDB has become one of the most popularly used NoSQL database systems due to its ease of use and efficiency. It is also the fastest-growing database ecosystem, and boasts hundreds of millions of downloads. Recently, the company announced a partnership with Patronus AI, an automated evaluation and security platform, through which it will bring automated LLM evaluation and testing capabilities to enterprise customers.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 8 rounds)
Jan 2015
$80m
SERIES G
Oct 2013
$150m
SERIES F
Total funding: $311.1m
Company benefits
- Rich health insurance coverage
- Virtual & on-site fitness classes
- Health screenings & telemedicine
- Access to transgender-inclusive health insurance coverage
- Global and internal mobility opportunities
- Equity & Employee Stock Purchase Program
- Pension & retirement programs
- Income Protection
- Flexible PTO is offered to every US employee & competitive time off policies for non-US employees
- Employee Assistance Program
- Mental health counseling
- Free meditation app access
- Fertility & adoption financial assistance
- Parental counseling for new parents
- 20 weeks of fully paid gender neutral parental leave & flexible work arrangements
- 4 weeks of emergency care leave
Company values
- Think Big, Go Far
- Build Together
- Embrace the Power of Differences
- Be Intellectually Honest
- Own What You Do
- Make it Matter
Company HQ
Theater District, New York, NY
Articles
Leadership
Dwight Merriman
(Co-Founder)Previously CTO and Co-founder at DoubleClick for 10 years, and Chairman at AlleyCorp for 15 years.
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