MongoDB is seeking a Senior Director of Customer & Partner Operations to serve as the operational backbone of our Customer organization. This leader will drive the systems, insights, processes, and rhythm-of-business that enable MongoDB's customer success, professional services, support, and partner functions to operate at scale and with precision. This is a high-visibility, cross-functional role at the intersection of data, process, and execution.
This leader will:
- Act as the Senior Director of Customers & Partner operations to the Chief Customer Officer (CCO), owning the planning, analytics, and operational cadence for the org
- Play a critical role in evolving how we measure & track our Customer and Partner GTM model to drive higher retention, increased revenue realization, and more efficient use of our technical ecosystem
- Lead a high-impact CCO Strategy & Operations team, staying close to the work and building models to shape the business reviews that guide executive decisions
We're looking to speak with candidates based in the San Francisco Bay Area for our hybrid working model.
Key responsibilitiesBusiness Rhythm & Operational Cadence
- Own the operating cadence for the Customer organization - QBRs, pipeline reviews, forecast calls, and board-level reporting
- Drive annual planning, headcount modeling, and budget management across the customer organization
- Serve as a key operational partner to the CCO, ensuring leadership has the information and structure needed to make high-quality decisions quickly
Insights & Analytics
- Build and maintain the reporting infrastructure that gives customer-facing leaders real-time visibility into retention, expansion, NPS, time-to-value, and partner-sourced/influenced revenue
- Identify trends, risks, and opportunities across the customer lifecycle and surface actionable recommendations to senior leadership
- Serve as the connective tissue between Customer Operations and Sales Operations, ensuring consistency in data definitions and reporting standards
Process & Scalability
- Design and continuously improve the operational processes that govern customer onboarding, health scoring, escalation management, renewal workflows, and partner engagement
- Own the identification and removal of friction points across the customer journey - leading cross-functional working teams with Product, Engineering, Finance, and Legal to drive resolution
- Establish and govern the partner operations motion, including partner tiering, incentive structures, co-sell workflows, and performance tracking
Systems Liaison
- Serve as the Customer organization's primary point of coordination with the Office of the CIO on tooling priorities, platform requirements, and tech stack decisions that impact the customer-facing teams
- Ensure the organization's needs are clearly represented in systems roadmaps and that rollouts are operationalized effectively on the business side
Team Leadership
- Build and lead a high-performing operations team, including analysts, program managers, and partner ops specialists
- Develop team members and create clear career paths within the operations function
Required qualifications- Education: Bachelor's degree with quantitative and/or business focus; MBA or advanced degree preferred
- 12+ years of experience in Sales Operations, Revenue Operations, or Customer Success Operations within a high-growth enterprise software company
- Recent executive ownership of strategy, planning, analytics, and operations for Customer, Services, and/or Partner functions, including direct partnership with C-level or SVP-level leaders
- Strong analytical skills with the ability to translate complex data into executive-ready narratives
- Deep familiarity with Salesforce, CS platforms (Gainsight preferred), and BI tools (Tableau, Looker, or similar)
- Track record of building scalable processes and driving cross-functional alignment without direct authority
- Strong executive presence and exceptional written and verbal communication skills; able to distill complex, cross-functional problems into clear, concise narratives and recommendations for VP+ and SLT audiences
- Experience at a company scaling through a $1B+ revenue inflection point preferred
- Demonstrated ability to influence without authority, build trust quickly, and navigate ambiguity in a high-growth, fast-changing environment
Why This RoleYou'll be joining at a pivotal moment in MongoDB's growth journey, working directly in service of a newly formed Customer & Partner organization with a significant strategic mandate. This role has high visibility, meaningful scope, and a clear path to grow as the organization scales.
MongoDB's base salary range for this role in the U.S. is:
$132,000-$259,000 USD
