Director, Customer Success Management

6 months ago

Toronto, Canada MongoDB Full time

The worldwide data management software market is massive (According to IDC, the data management software market is forecast to grow to approximately $153 billion in 2027, representing a 13% compound annual growth rate). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer 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.

MongoDB is looking for an experienced and results-oriented people leader to grow our Customer Success program in our Enterprise North region. You will play a key role in the growth and success of MongoDB customers and CS team members. The role is a second-line leadership role with multiple front line managers who each have teams of 5-8 individual contributors.

You will lead the recruiting, coaching, mentoring and development for the region that will enable our high-touch Customer Success teams to add value to customers, develop skills, and grow their careers over time. In addition to recruiting, retaining, and developing talent, you will also be responsible for crafting and executing initiatives to increase our customer retention and happiness, identify expansion opportunities, and promote customer adoption of MongoDB. In this role, you'll also partner closely with GTM ecosystem senior leaders, including Sales, Solution Architecture, Product, Professional Services, Marketing, HR/Recruiting, and Customer Support.

**We're looking for someone with**
- 4+ years of management experience, inclusive of 2+ years managing at the second line, preferably in a customer success or account management capacity
- 12+ years relevant experience in CS, AM, Client Services, or other similar customer-facing roles and 10+ years working within or supporting large enterprises
- Passion for and experience in hiring, developing and managing a team of managers; your team's success is your top priority
- A proven track record and experience with fast-growing teams, using data to drive initiatives and guide your decision making processes
- A strong desire to embrace partnership and collaboration. You'll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc.) and helping to build the Customer Success "brand" across our entire organization and within the North US and Canada region.
- Experience building relationships and collaborating on strategic GTM and company-wide initiatives with cross-functional executive leaders and
- Proven experience contributing to Global CS Programs, preferably as executive sponsor but at a minimum as a DRI
- Experience with enterprise infrastructure technologies; exposure to MongoDB or NoSQL databases is a plus, but not required
- You know how to deal with ambiguity and be able to navigate through it with perseverance, a positive mentality and a point of view. We're still growing and learning and will look to you to help us establish and evolve processes in your region
- An adaptive mentality. You love an ever-changing environment where you are constantly improving yourself, the team and your processes
- Outstanding verbal and written communication skills with the ability to present to a diverse audience both internally and externally

**Role Overview & Key Responsibilities**
- People leadership: Recruit, mentor and develop individuals and managers on the CS team
- Execution: Define and lead to a set of analytical metrics to guide the direction of the team; deliver against quarterly and long-term targets
- Build programs: Craft and execute initiatives sought to grow customer retention, expansion, satisfaction, and product adoption
- Executive presence and communication: Build and maintain relationships across MongoDB teams, organizations and offices

**Success Measures**

The Director, Customer Success will be successful in this role when they can execute the following strategic tasks/responsibilities:

- In the first 3 months you'll have ramped on our key CS processes and program, effectively completed our weeklong training bootcamp and started interviewing for new team members
- In 6 months, have hired your team to at least 90% capacity (as per hiring plan outlined to you). You're actively mentoring and guiding the team through quarterly and monthly team goals and initiatives
- In 12 months you'll have accomplished and are 100% on track for your team's hiring plan, coach the leaders on your team efficiently, and ensure they are achieving and exceeding your regional team goals for retention, expansion and customer satisfaction

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 jo

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