Manager, Customer Success Operations

MongoDB•New York, NY

About The Position

MongoDB’s Customer Success Operations team, part of the broader Customer Operations organization, helps the Customer Success organization scale and grow. The Manager will lead a global team of analytical and operational business partners aligned to Customer Success and serve as a key partner to Customer Success leadership. The role focuses on strategic initiatives, data-driven business insights, process optimization, and initiatives that support revenue growth. It requires learning MongoDB’s Customer Success function and building relationships with its senior leaders. The role owns the operating rhythm of the business, including monthly and quarterly reviews, forecasting, organizational deep dives, and business planning. It also partners with senior Customer Success and Operations leaders on market- and segment-specific analysis, derives insights from business data, and presents recommendations. The Manager will help shape the data, systems, and processes needed to scale commercial teams; understand sales KPIs and their effects on performance tracking, compensation, and forecasting; pilot programs to test Customer Success workflows and structures; and collaborate across business units on productivity and headcount scenarios. The position is suited to a hands-on, player-coach leader who is comfortable analyzing data, improving processes, communicating complex concepts clearly, and motivating a team while remaining connected to its day-to-day work.

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 hands-on player-coach manager role.
Familiarity with consumption-based software business models.
Experience serving 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.
Ability to communicate effectively and translate complex technical, financial, or operational concepts into clear business language.
Strong data analysis skills, including the ability to manipulate and analyze data in spreadsheets.
Ability to navigate Salesforce.

Nice To Haves

Interest in understanding how business processes work and investigating data and processes hands-on.
A continuous-improvement mindset, with enthusiasm for analysis, iteration, and optimization.
Ability to motivate and leverage a team while staying connected to day-to-day work.
Ability to thrive in a fast-paced environment.

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.
Identify trends in business data and present recommendations to Customer Success leadership to improve 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 senior Customer Success leaders and support initiatives intended to unlock sales revenue.