Senior Director, Customer Health & Critical Accounts

MongoDB
Austin, Boston, Chicago, Denver, Los Angeles, New York
Workplace: RemoteFull timeUSD 203,000 - 398,000Function: Executive & General ManagementExperience: 12+ yearsSkills: ["Executive communication","Cross-functional leadership","Data-driven management","Program leadership","High composure"]

Own and build the Critical Accounts program and the Customer Health Platform, setting global frameworks, operating models, and executive reporting that give leadership real-time portfolio visibility. Lead program governance, intake/triage standards, KPIs, and post-mortems that improve churn prevention and time-to-exit. Drive the long-term strategy for AI-powered customer insight, aligning cross-functionally on data, signals, alerts, and next-best-action experiences.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
MongoDB
MongoDB
1 week ago

Senior Director, Customer Health & Critical Accounts

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Own and build the Critical Accounts program and the Customer Health Platform, setting global frameworks, operating models, and executive reporting that give leadership real-time portfolio visibility. Lead program governance, intake/triage standards, KPIs, and post-mortems that improve churn prevention and time-to-exit. Drive the long-term strategy for AI-powered customer insight, aligning cross-functionally on data, signals, alerts, and next-best-action experiences.
Location: Austin, Boston, Chicago, Denver, Los Angeles, New York
Workplace: Remote
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Sr. Director level

Key Responsibilities

  • •Build and lead the Critical Accounts function end to end, including the global framework, operating rhythm, standards, and executive reporting.
  • •Own Critical Accounts intake, triage, account archetypes, playbooks, health templates, Get Well Plan standards, and graduation outcomes.
  • •Design the path for Critical Accounts beyond human nomination by defining signals/thresholds that detect at-risk accounts in collaboration with Customer Health.
  • •Own program coordination and governance, including the master tracker, cross-functional stand-ups, 90-day checkpoint process, and resource rebalancing.
  • •Set and track program KPIs and lead post-mortems, routing learnings into QBRs, product prioritization, and process improvements.

Pay and Benefits

Salary: USD 203,000 - 398,000
Perks:Equity401kPaid LeaveParental LeaveFertility AssistanceHealth Insurance

Key Requirements

  • •12+ years in Customer Success, Program Management, or Customer/GTM Operations in a consumption-based or B2B SaaS environment, with several years in people management or senior program leadership.
  • •Built a program or function from the ground up, including designing frameworks, standing up teams, and establishing executive reporting.
  • •Experience managing complex, multi-stakeholder engagements under pressure; critical accounts, save, or escalation management experience is strongly preferred.
  • •Experience managing people leaders or senior individual contributors, setting direction and holding others accountable.
  • •Executive-grade written and verbal communication, with comfort presenting portfolio health, program KPIs, and business cases to senior leadership.
Experience:12+ yearsB2B SaaSCustomer successProgram management
Skills:Executive communicationCross-functional leadershipData-driven managementProgram leadershipHigh composure
Languages:English
Tech Stack:AICustomer Health PlatformKPIsGTM

Company Brief

MongoDB
Develops MongoDB, a leading general-purpose, document-based database platform that enables developers and enterprises to build scalable, high-performance applications with flexible data models and cloud-native capabilities.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2007
Glassdoor
Glassdoor: 4.1
WebsiteLinkedIn