Own the operating cadence for the Customer organization - QBRs, pipeline reviews, forecast calls, and board-level reporting
Drive annual planning, headcount modeling, and budget management across the customer organization
Serve as a key operational partner to the CCO, ensuring leadership has the information and structure needed to make high-quality decisions quickly
Insights & Analytics
Build and maintain the reporting infrastructure that gives customer-facing leaders real-time visibility into retention, expansion, NPS, time-to-value, and partner-sourced/influenced revenue
Identify trends, risks, and opportunities across the customer lifecycle and surface actionable recommendations to senior leadership
Serve as the connective tissue between Customer Operations and Sales Operations, ensuring consistency in data definitions and reporting standards
Process & Scalability
Design and continuously improve the operational processes that govern customer onboarding, health scoring, escalation management, renewal workflows, and partner engagement
Own the identification and removal of friction points across the customer journey - leading cross-functional working teams with Product, Engineering, Finance, and Legal to drive resolution
Establish and govern the partner operations motion, including partner tiering, incentive structures, co-sell workflows, and performance tracking
Systems Liaison
Serve as the Customer organization's primary point of coordination with the Office of the CIO on tooling priorities, platform requirements, and tech stack decisions that impact the customer-facing teams
Ensure the organization's needs are clearly represented in systems roadmaps and that rollouts are operationalized effectively on the business side
Team Leadership
Build and lead a high-performing operations team, including analysts, program managers, and partner ops specialists
Develop team members and create clear career paths within the operations function
Required qualifications
Education: Bachelor's degree with quantitative and/or business focus; MBA or advanced degree preferred
12+ years of experience in Sales Operations, Revenue Operations, or Customer Success Operations within a high-growth enterprise software company
Recent executive ownership of strategy, planning, analytics, and operations for Customer, Services, and/or Partner functions, including direct partnership with C‑level or SVP‑level leaders
Strong analytical skills with the ability to translate complex data into executive-ready narratives
Deep familiarity with Salesforce, CS platforms (Gainsight preferred), and BI tools (Tableau, Looker, or similar)
Track record of building scalable processes and driving cross-functional alignment without direct authority
Strong executive presence and exceptional written and verbal communication skills; able to distill complex, cross‑functional problems into clear, concise narratives and recommendations for VP+ and SLT audiences
Experience at a company scaling through a $1B+ revenue inflection point preferred
Demonstrated ability to influence without authority, build trust quickly, and navigate ambiguity in a high‑growth, fast‑changing environment
Why This Role
You'll be joining at a pivotal moment in MongoDB's growth journey, working directly in service of a newly formed Customer & Partner organization with a significant strategic mandate. This role has high visibility, meaningful scope, and a clear path to grow as the organization scales.
About MongoDB
Benefits
Health insurance
Additional Information
MongoDB is seeking a Senior Director of Customer & Partner Operations to serve as the operational backbone of our Customer organization. This leader will drive the systems, insights, processes, and rhythm-of-business that enable MongoDB's customer success, professional services, support, and partner functions to operate at scale and with precision. This is a high-visibility, cross-functional role at the intersection of data, process, and execution.
This leader will:
Act as the Senior Director of Customers & Partner operations to the Chief Customer Officer (CCO), owning the planning, analytics, and operational cadence for the org
Play a critical role in evolving how we measure & track our Customer and Partner GTM model to drive higher retention, increased revenue realization, and more efficient use of our technical ecosystem
Lead a high‑impact CCO Strategy & Operations team, staying close to the work and building models to shape the business reviews that guide executive decisions
We're looking to speak with candidates based in the San Francisco Bay Area for our hybrid working model.
Mongodb · San Francisco