Senior Program Manager, Customer Success Emerging Programs

The worldwide data management software market is massive (IDC forecasts it to be $137.6 billion by 2026!). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

The Senior Program Manager (CS Emerging Programs) will be responsible for building and supporting emerging programs within the Customer Success Organization spanning strategy, people, process, and technology. In the immediate term that includes a focus on our newly formed Account Management team and Renewals team.

In partnership with the Customer Success leadership team, the successful candidate will shape the long-term strategy, vision, and execution of emerging programs and help to build these programs from the ground up. As we continue to build various functions within Customer Success, the focus of this role will adapt and evolve accordingly.

The ideal candidate has deep experience in Customer Success, Account Management, Sales cycle, Program Management, and cross-functional relationship-building. This is a high exposure role, you need to be comfortable and confident engaging executive level stakeholders. In addition, you need to be comfortable engaging cross functional leadership (eg. Sales, Operations, post and pre sales supporting functions) and helping connect the distinct prioritize and requests of different verticals. Due to the evolving nature of the business, you must be comfortable with shifting priorities and be confident using your initiative and best judgement to inform your roadmap.

This role can be based out of our Atlanta, Austin, Boston, Chicago, New York City, or Washington DC offices or remotely in the US.

Responsibilities:

• Be accountable for building and driving large-scale emerging programs end to end
• Throughout the lifecycle of these programs, identify and execute initiatives designed to optimize and iterate based on real-time learnings
• Directly responsible for leading the cross-functional support and resources needed to accomplish your goals
• Design a quarterly roadmap with the key milestones and releases to ensure these emerging programs are productive from the outset
• Develop governance processes to align emerging programs to the broader go to market organization
• Seamlessly prioritize among various projects and leverage data to guide/support strategy and decision
• Continuously evaluate and measure programs against established targets for ongoing improvement and development within these emerging programs
• Develop strong collaborative relationships with key stakeholders across the broader go to market organization

Qualifications & Requirements:

• Ability to identify trends through data analysis and/or create and test hypothesis via intentional experimentation, synthesize findings, and iterate quickly as necessary
• Excellent interpersonal skills including effective listening, written and verbal communication, with ability to influence and align priorities
• 5+ years of related B2B SaaS experience including building emerging Customer Success, Account Management or Sales programs; additional knowledge of Customer Success a plus
• Experience developing large-scale transformational programs including objectives and key metrics upon which a project will be evaluated and tracked for progress
• Self-starter that takes initiative for proactively supporting both strategy and tactical execution plans with high attention to detail and delivery excellence
• Proven program management skills, including the ability to lead the development, documentation, and execution of large-scale emerging programs
• Ability to remain calm and focused when handling multiple projects in a fast-paced, agile environment while still meeting deadlines with ease and accuracy
• A comprehensive understanding of the Sales cycle and direct experience in Sales strategy and program management
• Outstanding collaboration skills with the desire and patience to work cross-functionally with a diverse global team to establish and meet shared organisational goals

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

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