Director, Customer Success Management

Overview

In this role you will lead MongoDB’s UKI Customer Success organization, guiding managers to grow both customers and teammates. You’ll recruit, coach and develop a high-touch CS team, driving retention, expansion and product adoption. You will design region-wide CS programs, partner with GTM functions, and influence senior leadership on strategic initiatives. Based in London with a hybrid work model, you’ll help shape how enterprises realize value from MongoDB at scale. You will communicate a clear vision and deliver measurable impact in a dynamic environment.

Pay / Benefits

• fertility assistance
• generous parental leave policy
• wellbeing support

Responsibilities

• Recruit, mentor, and develop frontline up to Senior Manager-level leaders in the Customer Success team
• Define and track analytical metrics to guide team direction and achieve targets
• Design and implement initiatives to improve customer retention, expansion, satisfaction, and product adoption
• Establish executive relationships across MongoDB teams and offices to support GTM and company-wide initiatives

Key requirements

• 15+ years in Customer Success, Account Management, Client Services, or similar
• 10+ years in roles supporting large enterprises
• 7+ years people management experience
• Experience leading leaders and setting geo-wide direction for customer success programs
• Strong communication and stakeholder management with executive-level relationships
• Ability to navigate ambiguity with perseverance and maintain a clear point of view
• Adaptable mentality and data-driven decision-making skills
• Technical degree preferred; Bachelor’s degree required

• leadership and people management
• communication
• collaboration
• data-driven decision making
• program management for large-scale CS initiatives
• stakeholder management across cross-functional teams

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