Director of Customer Health

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 only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

• Own and Build the Critical Accounts Program: Design and iterate on the global Critical Accounts framework: entry/exit criteria, account archetypes, playbooks, health assessment templates, and Get Well Plan standards.
• Design the central Critical Accounts org structure and hire a lean program management team, establishing this as a durable, well-resourced function within Customer Strategy.
• Own intake and triage standards so every qualifying nomination is validated, classified, and assigned a process lead and resource plan without delay.
• Design the path for Critical Accounts to move beyond human nomination alone, working with Customer Health to define the signals and thresholds that proactively detect at-risk accounts and surface them for the cohort.
• Own program coordination: the master tracker of active critical accounts, cross-functional stand-ups with Customer Success, Technical Support, Professional Services, Sales, and Product and Engineering, the 90-day checkpoint process, and resource rebalancing as account needs evolve.
• Own executive reporting for the program: weekly account status, monthly portfolio readouts with trend analysis, and quarterly summaries covering program KPIs, churn prevented, and cost-to-save ratios.
• Set and track program KPIs, de-escalation rate, time-to-exit, CSAT delta, churn prevented, resource hours per account, and refine investment tiers based on actual data.
• Lead post-mortem reviews for every graduated account and route findings into QBRs, product prioritization, and process improvements.
• Lead Customer Intelligence & AI: Own the multi-year vision and strategy for the Customer Health Platform, defining what it becomes beyond a Customer Success tool.
• Set the roadmap priorities for expanding Customer Health's reach: new data sources, new use cases, and new next-best-action and AI-driven experiences.
• Make the platform-level calls on scope, sequencing, and investment as Customer Health scales across functions.
• Ensure Customer Health and the Critical Accounts program reinforce each other.
• Drive cross-functional alignment across Product, Marketing, and GTM on how Customer Health orchestrates and surfaces insight.
• Provide Executive and Cross-Functional Leadership: Serve as the connective tissue across Customer, Product & Technology, Engineering, and GTM leadership for everything related to customer risk, intelligence, and intervention.
• Give executives real-time, high-trust visibility into both the Critical Accounts and Customer Health portfolio.

• 12+ years in Customer Success, Program Management, or Customer/GTM Operations, ideally in a consumption-based or B2B SaaS company, with several years in a people-management or senior program leadership role.
• A track record of building a program or function from the ground up, not just running an existing one, including designing frameworks, standing up teams, and establishing executive reporting.
• Experience managing complex, multi-stakeholder engagements under pressure; direct experience with a critical accounts, save, or escalation management program is strongly preferred.
• Experience managing people leaders or senior individual contributors, with the judgment to set direction and hold others accountable without needing to run every workstream personally.
• Strong cross-functional leadership without direct authority, and the ability to align Director- and VP-level peers across functions to a shared plan.
• Executive-grade written and verbal communication; comfort presenting portfolio health, program KPIs, and business cases to senior leadership.