Senior Manager, Customer Journey Programs

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.

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 for Customer Success, 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.

Responsibilities:

• Own the customer journey roadmap and serve as a strategic advisor across the organization to orchestrate delivery of a customer-centric experience 
• 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
• Align org-wide stakeholder groups including Customer Success, Operations, Marketing, Product, Sales, and executive teams to build consensus and drive results

Qualifications & Requirements: 

• Experience leading a multi-dimensional programs function in a highly dynamic environment with a keen focus on accountability and delivery excellence
• 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
• 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 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!

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