Manager, Customer Success Operations

MongoDB•New York City, NY

About The Position

MongoDB’s Customer Success Operations team helps the Customer Success organization scale and grow, acting as a business partner to its leaders. This manager will lead a global team and learn MongoDB’s Customer Success function, build relationships with senior leadership, and drive strategic initiatives intended to unlock sales revenue. The role involves piloting and scaling projects, analyzing data for meaningful business insights, and optimizing processes. As a Manager of Customer Success Strategy and Planning, you will lead analytical and operational business partners aligned to Customer Success. You will guide the operating rhythm of the business, including monthly and quarterly reviews, forecasting, organizational deep dives, and ongoing planning. You will partner with senior Customer Success and Operations leaders on market- and segment-specific analyses, independently run forecasting and business review calls, and present recommendations based on emerging trends. The role also contributes to data and systems strategy, program pilots, productivity analyses, and headcount and capacity planning.

Requirements

Bachelor’s degree with a quantitative focus, such as Economics, Finance, Computer Science, or Mathematics.
At least 5 years of work experience in Customer Success, Sales, go-to-market strategy, and/or Operations.
At least 1 year of leadership experience.
Comfort working in a player-coach manager role.
Familiarity with consumption-based software business models.
Experience partnering with a field organization.
Experience with at least one major business intelligence tool, such as Tableau, Google Data Studio, or Looker.
Strong communication skills, including the ability to explain technical, financial, or operational concepts in clear business language.
Ability to analyze and manipulate data using spreadsheets.
Ability to navigate Salesforce.

Nice To Haves

Not specified.

Responsibilities

Lead a team of analytical and operational business partners aligned to the Customer Success organization.
Drive the operating rhythm of the business, including monthly and quarterly business reviews, forecasting, organizational deep dives, and ongoing business planning.
Contribute to headcount and capacity planning and account and territory assignments.
Partner with senior Customer Success and Operations leaders on market- and segment-specific analyses to uncover insights, influence decisions, and shape the team’s longer-term vision.
Independently run forecasting and business review calls.
Analyze data to identify emerging trends and present recommendations to Customer Success leadership.
Influence the data and systems strategy and processes needed to scale commercial teams.
Develop an understanding of sales KPIs and their implications for performance tracking, compensation, and forecasting.
Conceptualize and pilot programs to test the effectiveness of Customer Success workflows, structures, and decisions.
Collaborate with business units on productivity and headcount scenario analyses.
Build relationships with senior leadership and drive strategic initiatives to support business growth and revenue.