Manager, Customer Success Operations

MongoDB•New York City, NY

About The Position

MongoDB’s Customer Success Operations team is part of the broader Customer Operations organization and helps the Customer Success organization scale and grow. This role serves as a key business partner to Customer Success leaders, leading a global team and working across strategic initiatives such as piloting and scaling projects, analyzing data for business insights, and optimizing processes. The manager will develop a thorough understanding of the Customer Success function, build relationships with senior leadership, and advance initiatives that help unlock sales revenue. The role leads analytical and operational business partners aligned to Customer Success and drives the organization’s operating rhythm, including monthly and quarterly business reviews, forecasting, organizational deep dives, and business planning. It partners with senior Customer Success and Operations leaders on market- and segment-specific analyses, uses data to identify trends and recommend ways to improve outcomes, and helps shape the team’s longer-term vision. The manager also influences data and systems strategy, pilots programs to assess Customer Success workflows and structures, and collaborates across business units on productivity and headcount scenario analyses. MongoDB describes its data platform as supporting customers and builders around the world. The company states that it has offices worldwide and more than 67,000 customers. It is committed to employee growth and a supportive culture, provides accommodations for applicants with disabilities, and offers equal employment opportunities without discrimination.

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 as a business partner to a field organization.
Experience with at least one major business intelligence tool, such as Tableau, Google Data Studio, or Looker.
Effective communication skills, including the ability to explain complex technical, financial, or operational concepts in simple business terms.
Ability and willingness to work hands-on with data and processes.
Strong spreadsheet skills, including manipulating and analyzing data.
Ability to navigate Salesforce with relative ease.

Nice To Haves

Thrives in a fast-paced work environment.
Curious about how systems and processes work and why.
Enjoys analysis, iteration, and process optimization.
Motivates and leverages a team while staying connected to day-to-day work.

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, account assignments, 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 on improving outcomes.
Influence the data and systems strategy and processes needed to scale commercial teams.
Develop a strong 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 the senior leadership team and advance initiatives intended to unlock sales revenue.