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About the Role

This role owns the Critical Accounts program and the Customer Health Platform, focusing on protecting and growing customer relationships. It involves building the Critical Accounts function end-to-end, including its framework, operating model, and executive reporting. Additionally, it sets the long-term vision and strategy for the Customer Health Platform, aiming to make it the central hub for customer insights across the company. This is a build role, requiring the creation of operating rhythms, standards, and team structures.

Responsibilities

Own and build the Critical Accounts Program.
Design and iterate on the global Critical Accounts framework, including entry/exit criteria, account archetypes, playbooks, health assessment templates, and Get Well Plan standards.
Design the central Critical Accounts org structure and hire a lean program management team.
Establish intake and triage standards for qualifying nominations.
Design the path for Critical Accounts to move beyond human nomination by working with Customer Health to define signals and thresholds for proactive detection of at-risk accounts.
Own program coordination, including the master tracker of active critical accounts, cross-functional stand-ups, the 90-day checkpoint process, and resource rebalancing.
Own executive reporting for the program, including weekly account status, monthly portfolio readouts with trend analysis, and quarterly summaries covering program KPIs, churn prevented, and cost-to-save ratios.
Set and track program KPIs, such as de-escalation rate, time-to-exit, CSAT delta, churn prevented, and resource hours per account.
Lead post-mortem reviews for graduated accounts and route findings into QBRs, product prioritization, and process improvements.
Own the multi-year vision and strategy for the Customer Health Platform, defining its expansion beyond a Customer Success tool.
Set roadmap priorities for expanding Customer Health's reach, including new data sources, use cases, and AI-driven experiences.
Make platform-level calls on scope, sequencing, and investment as Customer Health scales across functions.
Ensure Customer Health and the Critical Accounts program reinforce each other.
Drive cross-functional alignment across Product, Marketing, and GTM on how Customer Health orchestrates and surfaces insight.
Serve as the connective tissue across Customer, Product & Technology, Engineering, and GTM leadership for customer risk, intelligence, and intervention.
Provide executives with real-time, high-trust visibility into both the Critical Accounts and Customer Health portfolio.

Requirements

12+ years in Customer Success, Program Management, or Customer/GTM Operations, ideally in a consumption-based or B2B SaaS company.
Several years in a people-management or senior program leadership role.
A track record of building a program or function from the ground up.
Experience managing complex, multi-stakeholder engagements under pressure.
Direct experience with a critical accounts, save, or escalation management program is strongly preferred.
Experience managing people leaders or senior individual contributors.
Strong cross-functional leadership without direct authority.
Ability to align Director- and VP-level peers across functions to a shared plan.
Executive-grade written and verbal communication skills.
Comfort presenting portfolio health, program KPIs, and business cases to senior leadership and, at times, the board.
Data-driven approach to management; builds and tracks KPIs.
Familiarity with technical customer challenges (cloud, data infrastructure, or database preferred).
Familiarity with how account teams work day to day.
High composure in high-stakes, ambiguous situations.
Bias toward bringing decisions and solutions rather than problems.

Skills

Customer Success
Program Management
Customer/GTM Operations
People Management
Senior Program Leadership
Framework Design
Team Building
Executive Reporting
Stakeholder Management
Critical Accounts Management
Escalation Management
Cross-functional Leadership
Communication (Written and Verbal)
Data Analysis
KPI Tracking
Technical Customer Challenges
Cloud
Data Infrastructure
Database Management
AI
Customer Intelligence
Account Health
GTM Tooling

Location

US Offices
Remote in the United States

Work Type

Full-time

Experience Level

12+ years
Senior Leadership

Salary/Compensations

$203,000—$398,000 USD

Benefits

Equity
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
Health benefits offerings

About the Company

MongoDB is building for change, empowering customers and employees to innovate at the speed of the market.
MongoDB has redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software.
MongoDB’s unified data platform is the most widely available, globally distributed data platform on the market.
MongoDB Atlas is the only globally distributed, multi-cloud data platform, available across AWS, Google Cloud, and Microsoft Azure.
With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, MongoDB is powering the next era of software.
MongoDB’s compass is its Leadership Commitment, guiding decisions, interactions, and success.
MongoDB is committed to developing a supportive and enriching culture for everyone, driving personal growth and business impact.
MongoDB offers employee affinity groups, fertility assistance, and a generous parental leave policy.
MongoDB is committed to providing necessary accommodations for individuals with disabilities within its application and interview process.

Equal Opportunity

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.