Head of Post Sales Technology

Responsibilities

• Partner with the Technical Support organization, Customer Success and Professional Services organization to understand the business objectives and chart out a technology strategy and roadmap to address their needs.
• AI-First Strategy & Transformation
• Define and own a multi-year AI roadmap for post sales. The capabilities should ideally include
• Suggested responses
• Knowledge article generation
• Case summarization
• Sentiment detection
• Next-best-action recommendations
• Reimagine support workflows assuming AI agents and copilots are default participants
• Lead transition from reactive case management to predictive, proactive service
• Establish governance for responsible and secure AI deployment
• Autonomous & Conversational AI
• Architect scalable conversational AI platforms for chat, voice, and digital channels
• Lead implementation of AI solutions using modern AI native platforms
• Develop frameworks to measure AI containment rates, hallucination risk, escalation patterns, and customer trust
• Continuously tune models based on real customer interaction data
• Intelligent Case Lifecycle & Automation
• Implement predictive case routing based on complexity and skill
• Automate repetitive workflows and approvals
• Use machine learning to detect systemic product issues and trigger escalation automatically
• Drive closed-loop feedback into Product and Engineering
• Data, Insights & Predictive Analytics
• Establish unified support data architecture
• Build real-time dashboards with actionable insights
• Develop predictive models for:
• Volume forecasting
• Churn risk
• SLA breach risk
• Escalation likelihood
• Transform support data into a strategic asset
• Platform & Architecture Ownership
• Own the support technology stack end-to-end
• Ensure integration with Sales, Customer Success, Billing, and Product systems
• Standardize APIs and data models to support AI training and analytics
• Ensure high availability, security, and compliance
• Change Leadership
• Lead cultural transition to AI-augmented support
• Upskill agents and managers in AI collaboration
• Build trust through transparent AI governance and explainability
• Partner with HR and Enablement to redefine roles and career paths in an AI-native organization

Requirements

• Track Record: 10+ years experience with proven success in leading AI adoption and implementation at scale in companies of comparable size and complexity
• Technical Depth: Strong knowledge of post sales and customer success platforms, enterprise data platforms, RAG solutions, intelligent workflow automation, and enterprise integration
• Strategic Leadership: Demonstrated ability to set vision, build consensus, and drive measurable business value through AI
• Communication: Excellent stakeholder management, communication, and change leadership skills
• Education: Bachelor's degree required (comp science preferred); Master's or MBA preferred
• About MongoDB
• With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we're powering the next era of software.
• Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It's what makes us MongoDB.
• To drive the personal growth and business impact of our employees, we're committed to developin

Benefits

Additional Information

The Head of Post Sales Technology is responsible for transforming Customer Support into an AI-first, automation-led, insight-driven organization. This leader will design and execute a technology strategy where AI is not an add-on, but the foundation of how support operates - from customer self-service and intelligent routing to real-time agent augmentation and predictive service operations. The role sits in the IT organization, and will define how emerging AI capabilities fundamentally reshape customer experience, agent productivity, and cost structure. We are looking to speak to candidates who are based in Palo Alto / San Francisco or New York City for our hybrid working model.

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