Director, Customer Communications

MongoDB
Raleigh
Workplace: RemoteFull timeUSD 176,000 - 347,000 annuallyFunction: Communications, PR & CommunityExperience: 10+ yearsSkills: ["Communication","Stakeholder management","Cross-functional collaboration","Leadership","Program leadership"]

Build and lead a new Customer Communications function within the Customer Organization. Own the strategy, operating model, governance, and execution for operational communications across incidents, critical advisories, security events, and major product/customer-impacting changes. Drive a player-coach leadership model, recruit and mentor Communications Managers, and partner with Engineering, Security, Customer Success, Sales, Legal, and Corporate Communications to deliver a unified, transparent, timely, and technically credible customer voice with measurable success metrics.

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FursaFursa
MongoDB
MongoDB
1 day ago

Director, Customer Communications

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Last checked: 4 hours agoStatus: Live

Job Summary

Build and lead a new Customer Communications function within the Customer Organization. Own the strategy, operating model, governance, and execution for operational communications across incidents, critical advisories, security events, and major product/customer-impacting changes. Drive a player-coach leadership model, recruit and mentor Communications Managers, and partner with Engineering, Security, Customer Success, Sales, Legal, and Corporate Communications to deliver a unified, transparent, timely, and technically credible customer voice with measurable success metrics.
Location: Raleigh
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Director level

Key Responsibilities

  • •Define the charter, scope, roadmap, and operating model for the Customer Communications function.
  • •Codify decision rights, review workflows, and escalation criteria for operational communications.
  • •Lead communications for high-severity incidents, major customer-impacting events, and critical advisories with audience-appropriate, technically credible messaging.
  • •Recruit, mentor, and lead a team of specialized Communications Managers in a 24/7 follow-the-sun operating model.
  • •Establish standards, templates, playbooks, governance, and success metrics; run retrospectives and translate lessons learned into improved processes.

Pay and Benefits

Salary: USD 176,000 - 347,000 annually
Perks:Equity401k

Key Requirements

  • •10+ years of experience in customer-focused technical, post-sale, operational, support, incident management, crisis communications, or related environments.
  • •5+ years of leadership experience managing teams and building cross-functional programs.
  • •Proven experience leading high-stakes communications during incidents, major escalations, security events, or large-scale customer-impacting changes.
  • •Strong technical literacy to quickly understand cloud, platform, service, and customer-impact narratives.
  • •Exceptional written and verbal communication skills for technical and executive audiences.
Experience:10+ years
Skills:CommunicationStakeholder managementCross-functional collaborationLeadershipProgram leadership
Languages:English
Tech Stack:CRM systems

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
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