Senior Director, Customer Health & Critical Accounts
MongoDBDatabase Software company
Austin, United States$203,000 - $398,000 USDDirector
In-Q-Tel
Intel Capital
Sequoia Capital
Flybridge Capital Partners
New Enterprise Associates (NEA)
Red Hat
Sales & Account Management
About the role
TL;DR
Build and lead Critical Accounts program and Customer Health Platform for MongoDB.
- •MongoDB is building two connected capabilities that determine how we protect and grow our most important customer relationships: a Critical Accounts program that catches at-risk accounts early and drives them to a durable resolution, and a Customer Health Platform, an AI-powered one-stop shop for customer insights, combining health, adoption, engagement, and experience data with proactive risk identification and recommended actions.
- •Key Responsibilities Own and build the Critical Accounts Program end-to-end, including framework design, operating model, and executive reporting.
- •Set the long-term vision and strategy for the Customer Health Platform, focusing on AI-powered insights and proactive risk identification.
- •Drive cross-functional alignment across Product, Marketing, and GTM on how Customer Health orchestrates and surfaces insight.
- •Provide executive and cross-functional leadership, serving as the connective tissue for customer risk, intelligence, and intervention.
- •Lead post-mortem reviews for graduated accounts and integrate learnings into business processes.
- •Requirements 12+ years in Customer Success, Program Management, or Customer/GTM Operations, with several years in a people-management or senior program leadership role.
- •Proven track record of building a program or function from the ground up.
- •Experience managing complex, multi-stakeholder engagements under pressure, with direct experience in critical accounts or escalation management programs.
- •Strong cross-functional leadership without direct authority and executive-grade communication skills.
- •Data-driven approach to management with a comfort in reasoning about scoring, health signals, or model-driven recommendations.
Required skills
Program ManagementMongoDBPythonExcelPowerPoint
Nice-to-have skills
Product Management
Domain expertise
developer-toolsai
Benefits & perks
equity, employee stock purchase program, flexible paid time off, parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, transgender-inclusive health insurance, health benefits
Tech stack
MongoDBPythonJavaScriptJiraConfluenceSlackExcelPowerPoint