Senior Program Manager, Customer Success Programs

The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

The Senior Program Manager (Customer Success Programs) will be responsible for building and supporting our customer journey programs within the Customer Success Organization.

In partnership with the Customer Success leadership team, this role will ensure we have the repeatable processes and gold standard CSM methodologies to successfully steward our customers through attainment of their desired outcomes.

The ideal candidate has deep experience in Customer Success, Program Management, and cross-functional relationship-building, with a proven track record of producing a strategic portfolio of Customer Success programs.

Responsibilities:

• Own the roadmap for human-led touchpoints and engagements across the customer journey, coordinating with our digital and 1:many programs to deliver a holistic customer-centric experience

• Design, implement, and scale the core Customer Success 1:1 engagement methodology and program portfolio

• Collaborate with stakeholders to analyze quantitative and qualitative data to inform new programs and optimizations in order to drive customer outcomes

• Continuously evaluate and measure programs against established targets for ongoing improvement and development within these emerging programs

• Develop strong collaborative relationships with key stakeholders across the broader go to market organization

Qualifications & Requirements:

• Proven program management skills, including the ability to lead the development, documentation, and execution of large-scale programs

• Experience developing large-scale transformational programs including objectives and key metrics upon which a project will be evaluated and tracked for progress

• 5+ years of experience in Customer Success and experience in CS or Sales strategy, operations, and/or program management

• Ability to identify trends through data analysis and/or create and test hypothesis via intentional experimentation, synthesize findings, and iterate quickly as necessary

• 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 ability to influence and align priorities

• Outstanding collaboration skills with the desire and patience to work cross-functionally with a diverse global team to establish and meet shared organizational goals

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.

MongoDB's base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB's total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB's base salary range for this role in the U.S. is:

$90,000-$176,000 USD