Head of Post Sales Technology

MongoDB • Palo Alto, CA

8h • Hybrid

About The Position

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.

Requirements

• 10+ years experience with proven success in leading AI adoption and implementation at scale in companies of comparable size and complexity.
• Product Management experience, including user interviews, discovery, scoping, product vision and roadmap definition, product execution and delivery, and measurement of product adoption and success metrics.
• Strong knowledge of post sales and customer success platforms, enterprise data platforms, RAG solutions, intelligent workflow automation, and enterprise integration.
• Demonstrated ability to set vision, build consensus, and drive measurable business value through AI.
• Excellent stakeholder management, communication, and change leadership skills.
• Bachelor’s degree required (comp science preferred).

Nice To Haves

• Master’s or MBA preferred.

Responsibilities

• Define and own a multi-year AI roadmap for post sales, including capabilities like knowledge article generation, case summarization, sentiment detection, and 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.
• 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.
• 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.
• Establish unified support data architecture.
• Build real-time dashboards with actionable insights.
• Develop predictive models for volume forecasting, churn risk, SLA breach risk, and escalation likelihood.
• Transform support data into a strategic asset.
• 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.
• 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.

Benefits

• Equity
• Participation in the employee stock purchase program
• Flexible paid time off
• 20 weeks fully-paid gender-neutral parental leave
• Fertility and adoption assistance
• 401(k) plan
• Mental health counseling
• Access to transgender-inclusive health insurance coverage
• Health benefits offerings

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1,001-5,000 employees