Director, Customer Success Management

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About the role

We are seeking an experienced and results-oriented leader responsible for our UKI Customer Success team. In this role, you will manage managers and foster the growth and success of both our customers and team members. As the Director of Customer Success for the UKI, you will drive the recruitment, coaching, mentoring, and development within the region, empowering our high-touch Customer Success teams to deliver exceptional value to customers, hone their skills, and advance their careers. Beyond talent development, you will be responsible for designing and executing strategies to boost customer retention and satisfaction, identify expansion opportunities, and enhance customer adoption of MongoDB. Your role will involve close collaboration with senior leaders across the go-to-market (GTM) ecosystem, including Sales, Solution Architecture, Product, Professional Services, Marketing, HR/Recruiting, and Customer Support. We are looking to speak to candidates who are based in London for our hybrid working model. We’re looking for someone with: • Bachelor's degree, technical degree preferred • 7+ years people management experience • 15+ years relevant experience and subject matter expertise in Customer Success, Account Management, Client Services, or similar customer-facing roles • 10+ years experience working within or supporting large enterprises • Experience leading leaders • A passion for hiring, developing and retaining a team of managers; your team’s success is your top priority • Experience setting org/geo-wide direction for customer success programs and allocating resources to drive operations in alignment with the strategy • Track record of leading fast-growing teams and using data to drive initiatives and inform decision-making processes that impact long-term company operations and success • Experience as a CS leader managing executive level internal and external stakeholder relationships; includes collaborating with, and influencing cross-functional executive stakeholders (Sales, Marketing, Support, Product, etc.) on strategic GTM and company-wide initiatives • Demonstrates ability to communicate a compelling vision and motivating a team to deliver excellent results in a fast paced environment • Experience with enterprise infrastructure technologies; familiarity with MongoDB or NoSQL databases is a plus but not required • The ability to navigate ambiguity with perseverance, positivity, and a clear point of view. • An adaptable mentality. You thrive in an ever-changing environment and continuously seek to improve yourself, your team, and your processes • Outstanding verbal and written communication skills, with the ability to present to a diverse audience both internally and externally Role Overview & Key Responsibilities • People Leadership: Recruit, mentor, and develop frontline up to Sr Manager-level leaders in the Customer Success team • Execution: Define and adhere to a set of analytical metrics to guide the team’s direction; achieve quarterly and long-term targets • Build Programs: Design and implement initiatives to enhance customer retention, expansion, satisfaction, and product adoption • Executive Presence and Communication: Cultivate and maintain relationships across MongoDB teams, organizations, and offices About MongoDB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the

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