Director of Customer Success Management
Posted Updated
Description
- 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
- 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
- Experience leading leaders
- Experience with enterprise infrastructure technologies; familiarity with MongoDB or NoSQL databases is a plus but not required
- Outstanding verbal and written communication skills, with the ability to present to a diverse audience both internally and externally
- The ability to navigate ambiguity with perseverance, positivity, and a clear point of view
- Experience setting org/geo-wide direction for customer success programs and allocating resources to drive operations in alignment with the strategy
- An adaptable mentality. You thrive in an ever-changing environment and continuously seek to improve yourself, your team, and your processes
- Bachelor’s degree, technical degree preferred
- 15+ years relevant experience and subject matter expertise in Customer Success, Account Management, Client Services, or similar customer-facing roles
- A passion for hiring, developing and retaining a team of managers; your team’s success is your top priority
- 10+ years experience working within or supporting large enterprises
- Demonstrates ability to communicate a compelling vision and motivating a team to deliver excellent results in a fast paced environment
- 7+ years people management experience
- 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
- 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