Senior Director, Customer & Partner Operations

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.

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 customer-facing teams
• Ensure the organization's needs are clearly represented in systems roadmaps and that rollouts are operationalized effectively on the business side

Team Leadership

• Build and lead a high-performing operations team, including analysts, program managers, and partner ops specialists
• Develop team members and create clear career paths within the operations function

• Education: Bachelor’s degree with quantitative and/or business focus; MBA or advanced degree preferred
• 12+ years of experience in Sales Operations, Revenue Operations, or Customer Success Operations within a high-growth enterprise software company
• Recent executive ownership of strategy, planning, analytics, and operations for Customer, Services, and/or Partner functions, including direct partnership with C‑level or SVP‑level leaders
• Strong analytical skills with the ability to translate complex data into executive-ready narratives
• Deep familiarity with Salesforce, CS platforms (Gainsight preferred), and BI tools (Tableau, Looker, or similar)
• Track record of building scalable processes and driving cross-functional alignment without direct authority
• Strong executive presence and exceptional written and verbal communication skills; able to distill complex, cross‑functional problems into clear, concise narratives and recommendations for VP+ and SLT audiences
• Experience at a company scaling through a $1B+ revenue inflection point preferred
• Demonstrated ability to influence without authority, build trust quickly, and navigate ambiguity in a high‑growth, fast‑changing environment

You'll be joining at a pivotal moment in MongoDB's growth journey, working directly in service of a newly formed Customer & Partner organization with a significant strategic mandate. This role has high visibility, meaningful scope, and a clear path to grow as the organization scales.

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB. 

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req ID: 2273449500