Senior Program Manager (1:Many Customer Success)

The worldwide data management software market is massive (IDC forecasts it to be $138 billion by 2026!). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern 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 Sr. Program Manager, Scaled Customer Success will be responsible for building and implementing our 1:many engagement experience at MongoDB. In partnership with the Customer Success leadership team, they will shape the long-term strategy, vision, and execution of 1:many success programs for our customers, leveraging both digital-touch and scaled human-touch programs, with the ultimate goal of creating a repeatable, automated, personalized customer journey at scale. Additionally, this role will amplify the voice of the customer internally by driving continuous feedback through 1:many engagement. They will partner closely with teams across Customer Success, Operations, Marketing, Product and Sales to build an integrated experience for our rapidly growing customer base. 

 

The ideal candidate has deep experience in Customer Success, Program Management, and cross-functional relationship-building, with an experimental and iterative approach. To succeed in this role, you must be comfortable with a highly collaborative environment as you will execute critical initiatives in tandem with our extended Center of Excellence (CoE) team. 

Responsibilities:

• Develop and deliver a holistic 1:many strategy across the customer journey to drive desired customer outcomes while reducing operational overhead for the CSM team 
• Utilize 1:many channels to drive customer engagement and maximize product adoption, including but not limited to email campaigns, webinars, and events, etc.
• Identify and execute high-priority engagement tactics based upon available product telemetry and relevant data analysis in partnership with the Operations team
•  Architect content flows through Gainsight Journey Orchestrator, testing and iterating in rapid cycles based upon key performance indicators and user feedback
• Continuously evaluate and measure 1:many programs against established targets for ongoing improvement and scale within the Customer Success ecosystem
• Build outreach programs that capture actionable customer feedback to inform continuous improvement and value realization across the scaled customer segment
• Collaborate cross-functionally to ensure the 1:many programs work synergistically with other customer touchpoints across the customer journey framework

Qualifications & Requirements: 

•  Proven program management skills, including the ability to lead the development, documentation, and execution of a global Customer Success 1:many portfolio
• Experience developing 1:many programs and tactics, including objectives and key metrics, upon which a project will be evaluated and tracked for progress
• Demonstrated progressive hands-on experience with Gainsight Journey Orchestrator or relevant digital marketing platform
• 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
• Ability to remain calm and focused when handling multiple projects in a fast-paced, agile environment while still meeting deadlines with ease and accuracy
• 5+ years of related B2B SaaS experience including building a tech touch, digital success or scaled Customer Success program; knowledge of Customer Success a plus 

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