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 responsibilities
Business 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