The opportunity
MongoDB is building two connected capabilities that determine how we protect and grow our most important customer relationships: a Critical Accounts program that catches at-risk accounts early and drives them to a durable resolution, and a Customer Health Platform, an AI-powered…
What you'll do
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. This team is the connective tissue that ensures every qualifying account is triaged, resourced, tracked, and ultimately graduated with documented outcomes.
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, so nominations come from both human judgment and the platform's early-warning detection.
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.
What they're looking for
- 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, ensuring learnings reach the business within one quarter of exit.
- Own the multi-year vision and strategy for the Customer Health Platform,: defining what it becomes beyond a Customer Success tool: the single, trusted platform for customer insight that every GTM function draws on to understand and act on customer signal
- 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