Director, Customer Success Management

5 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

  • Customer Success Director

    2 weeks ago

    Toronto, Ontario, Canada Varicent Full time

    Job Title: Customer Success DirectorVaricent is seeking a seasoned Director of Customer Success to lead our North American Customer Success team. As a key member of our organization, you will be responsible for developing and executing strategies to drive customer growth, retention, and satisfaction.Key Responsibilities:* Lead a team of Customer Success...

  • Customer Success Director

    6 months ago

    Toronto, Canada Backbase Full time

    **The job in short** As Customer Success Director, you have accountability and responsibility for managing the success of the customers in your portfolio. **Meet the job** In this role you make a significant contribution helping Backbase enterprise customers successfully execute their digital transformation program through our products, professional...

  • Customer Success Manager

    5 months ago

    Toronto, Canada the Ladders Full time

    POSITION SUMMARYReporting to the Director, Partnerships & Ecosystem, the Customer Success Manager will be responsible for driving the overall success and satisfaction of Vector customers. The Customer Success Manager will serve as a key point of contact and advocate for our customers, ensuring they

  • Director of Customer Success

    2 months ago

    Toronto, Canada ACTO Technologies Full time

    About ACTO ACTO is a leading SaaS company specializing in innovative solutions for the Life Sciences industry. Our mission is to empower organizations with cutting-edge technology to drive efficiency and success. Position Summary Key Responsibilities - KPI Achievement: - Drive the team to meet or exceed established KPIs, including Gross Retention, Net...

  • Director, Customer Success

    6 months ago

    Toronto, Canada Varicent Full time

    A named leader by Forrester in the sales performance management space, Varicent was founded in 2005 when we pioneered sales performance management software. Evolving quickly to become the fastest growing software company in North America according to Deloitte’s Fast 50 in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an...

  • Director, Customer Success

    1 month ago

    Toronto, Canada Vena Solutions Inc. Full time

    This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely._ Position Summary Are you someone who loves to develop people and build deep and meaningful client relationships in a fast-paced environment? Do you enjoy advocating for customers and making them wildly...

  • Director of Customer Success

    1 week ago

    Toronto, Canada Magnet Forensics Full time

    **Who We Are; What We Do; Where We’re Going** Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies,...

  • Director, Customer Success

    6 months ago

    Toronto, Canada Varicent Full time

    A named leader by Forrester in the sales performance management space, Varicent was founded in 2005 when we pioneered sales performance management software. Evolving quickly to become the fastest growing software company in North America according to Deloitte’s Fast 50™ in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an...

  • Customer Success Account Management Director

    1 week ago

    Toronto, Canada Microsoft Full time

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...

  • Executive Director

    4 weeks ago

    Old Toronto, Canada Director File Full time

    Job Opportunity: Executive DirectorWe are seeking a highly skilled and experienced Executive Director to lead our team at Director File. As a key member of our senior leadership team, you will be responsible for driving our organization's strategic vision and goals.Key Responsibilities:Develop and implement strategic plans to achieve organizational...

  • NA-Managing Director

    2 weeks ago

    Toronto, Canada LEON CYCLEManaging Director Full time

    Position Title: Managing DirectorReports to: Founder & CEOLocation: TorontoLeon Cycle introduction:Leon Cycle started in Germany in 2014 and has steadily expanded its global presence since then; to Spain, USA, Australia, Italy, France and Canada. Our mission is to design, manufacture and sell e-bikes through various distribution channels (e-commerce, and...

  • NA-Managing Director

    2 weeks ago

    Toronto, Canada LEON CYCLEManaging Director Full time

    Position Title: Managing Director Reports to: Founder & CEO Location: Toronto Leon Cycle introduction: Leon Cycle started in Germany in 2014 and has steadily expanded its global presence since then; to Spain, USA, Australia, Italy, France and Canada. Our mission is to design, manufacture and sell e-bikes through various distribution channels (e-commerce, and...

  • NA-Managing Director

    2 weeks ago

    Toronto, Canada LEON CYCLEManaging Director Full time

    Position Title: Managing DirectorReports to: Founder & CEOLocation: TorontoLeon Cycle introduction:Leon Cycle started in Germany in 2014 and has steadily expanded its global presence since then; to Spain, USA, Australia, Italy, France and Canada. Our mission is to design, manufacture and sell e-bikes through various distribution channels (e-commerce, and...

  • NA-Managing Director

    2 weeks ago

    Toronto, Canada LEON CYCLEManaging Director Full time

    Position Title: Managing DirectorReports to: Founder & CEOLocation: TorontoLeon Cycle introduction:Leon Cycle started in Germany in 2014 and has steadily expanded its global presence since then; to Spain, USA, Australia, Italy, France and Canada. Our mission is to design, manufacture and sell e-bikes through various distribution channels (e-commerce, and...

  • NA-Managing Director

    12 hours ago

    Toronto, Canada LEON CYCLEManaging Director Full time

    Position Title: Managing DirectorReports to: Founder & CEOLocation: TorontoLeon Cycle introduction:Leon Cycle started in Germany in 2014 and has steadily expanded its global presence since then; to Spain, USA, Australia, Italy, France and Canada. Our mission is to design, manufacture and sell e-bikes through various distribution channels (e-commerce, and...

  • Manager of Customer Success

    5 months ago

    Toronto, Canada MaintainX Full time

    MaintainX is the world's leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 7,500+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's,...

  • Manager, Customer Success

    5 months ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce where you can work at home, in the office, or a mix of both. For this particular role we are looking for someone who wants to hang out with us in real life around twice per week._ As a Manager, Customer Success, you'll lead a team of Customer Success Managers to revenue and retention success, through coaching,...

  • Customer Success Manager

    6 months ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. This role is hybrid requiring in office presence as needed._ As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion...

  • Customer Success Manager

    3 months ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. This role is hybrid requiring in office presence as needed._ As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion...

  • Customer Success Manager

    5 months ago

    Toronto, Canada AMCS Group Full time

    **DIGITAL WAYS TO A CLEANER WORLD** Do you want to work for a company with Irish roots and a global impact? A leader in environmental services, AMCS is a trailblazing software company that guides and supports other businesses on their journey towards sustainability. **AMCS leads the way** The AMCS team is at the cutting edge of technology. Companies come...