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Senior Director, Customer Health & Critical Accounts

9 hours, 29 minutes ago
United States
Full-time
Executive
Customer Success Manager
Customer and Technical Support
AWS Azure GCP Google Tag Manager MongoDB
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MongoDB

MongoDB

MongoDB provides a developer data platform that simplifies data management and accelerates application development, enabling businesses to leverage modern database technology for innovative solutions across various industries.

Internet Software & Services
1K-5K
Founded 2007
View All Jobs 44

Description

  • Design and iterate on the global Critical Accounts framework, including entry and exit criteria, playbooks, health assessments, and Get Well Plan standards.
  • Build the central Critical Accounts team structure and hire a lean program management function within Customer Strategy.
  • Own intake, triage, classification, and resource assignment for qualifying critical account nominations.
  • Define how Customer Health signals and thresholds proactively detect at-risk accounts and feed the Critical Accounts program.
  • Coordinate the active critical accounts portfolio, including stand-ups, 90-day checkpoints, tracking, and resource rebalancing.
  • Own executive reporting for critical accounts, including weekly status updates, monthly portfolio readouts, and quarterly KPI summaries.
  • Set and monitor program KPIs such as de-escalation rate, time-to-exit, CSAT delta, churn prevented, and cost-to-save ratios.
  • Lead post-mortem reviews for graduated accounts and route learnings into QBRs, product prioritization, and process improvements.
  • Define the multi-year vision and roadmap for the Customer Health Platform as the company’s trusted customer insight system.
  • Drive cross-functional alignment across Product, Marketing, GTM, Engineering, and Customer teams on customer risk, alerts, and intervention.

Requirements

  • 12+ years of experience in Customer Success, Program Management, or Customer/GTM Operations.
  • Several years of people-management or senior program leadership experience.
  • Experience building a program or function from the ground up, including frameworks, teams, and executive reporting.
  • Experience managing complex, multi-stakeholder engagements under pressure.
  • Direct experience with critical accounts, save, or escalation management programs is strongly preferred.
  • Experience managing people leaders or senior individual contributors.
  • Strong cross-functional leadership without direct authority.
  • Executive-grade written and verbal communication, including presenting to senior leadership and sometimes the board.
  • Data-driven management approach with comfort building and tracking KPIs and reasoning about scoring or health signals.
  • Familiarity with technical customer challenges such as cloud, data infrastructure, or databases is preferred.

Benefits

  • Base salary range of $203,000 to $398,000 USD for U.S.-based candidates.
  • Equity.
  • Participation in the employee stock purchase program.
  • Flexible paid time off.
  • 20 weeks of fully paid gender-neutral parental leave.
  • Fertility and adoption assistance.
  • Mental health counseling.
  • Access to transgender-inclusive health insurance coverage and other health benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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