Manager, Customer Success Operations

Our CS Operations team, part of our broader Customer Operations team, strives to help our Customer Success organization scale and grow faster. This function will act as a key business partner to the leaders of our Customer Success team. Your responsibilities will range across a variety of strategic initiatives including piloting and scaling up new projects, analyzing data to come up with meaningful business insights, and optimizing processes. We are looking for an experienced professional to help us lead this global team. You will be responsible for learning the ins and outs of MongoDB’s Customer Success function, play a critical role in building relationships with the senior leadership team, and drive forward initiatives that will help us unlock sales revenue. The ideal candidate understands what makes our Customers successful and makes a Field team thrive, has a strong interest in analyzing data to understand the business and drive impact, and thrives in shaping narratives that are conducive to helping our teams grow.

We are looking to speak to candidates who are based in Dublin for our hybrid working model.

The Opportunity

As a Manager of Customer Success Operations, you will:

• Lead a team of analytical and operational business partners that are aligned to the CS organization
• Drive the operating rhythm of our business including monthly and quarterly business reviews, forecasting, org deep dives, and ongoing business planning efforts (including contributing to headcount and capacity planning, account and territory assignments, etc.)
• Partner with Senior CS and Operations leadership to drive market and segment-specific analyses to uncover insight, influence key decisions, and shape the longer-term vision of the team
• Independently run forecasting and business review calls
• Derive understanding and insights on emerging trends from our data and present recommendations on how we can drive better outcomes to CS leadership
• Influence the data and systems strategy and processes required to scale commercial teams
• Become well-versed in our sales KPIs and their implications on performance tracking,compensation and forecasting
• Conceptualize and pilot new programs to test the effectiveness of various CS workflows, structures, and decisions
• Collaborate with various business units to drive productivity and headcount scenario analyses

Qualifications

• Bachelor’s Degree with a quantitative focus (Economics, Finance, Computer Science, Mathematics, etc.)
• 5+ years of work experience in either CS, Sales, GTM Strategy and/or Operations
• 1+ years of leadership experience
• Comfortable being in a player-coach manager type role
• Familiarity with consumption-based software business models
• Experience as a business partner to a field organization
• Experience with at least one major business intelligence tool (Tableau, Google Data Studio, Looker)

The Ideal Candidate

• Thrives in working in a fast-paced working environment
• Effective communicator who can break down convoluted technical, financial, or operational concepts into simple business vernacular
• Believes that the best way to drive success is by motivating and leveraging their team to deliver results without being hands-off or disconnected from the day to day work
• You’re intensely curious. You want to know how things work, and you want to know why, and you’re comfortable getting your hands dirty in data and process to get there
• You love analysis and iteration and optimization - you’re never satisfied with how things are, because you can always see ways to make things better.
• You are a spreadsheet wizard with the ability to manipulate and analyze data
• You can navigate your way around Salesforce with relative ease

MongoDB is an equal opportunities employer.

REQ ID: 3273598942