Own the end-to-end technology strategy and roadmap for the Partner, Customer success, Professional Services and Customer Support organizations, translating business objectives into scalable, AI-native platforms. Lead a small team of Product Managers while staying hands-on across solutioning, architecture, and delivery.
We are looking to speak to candidates who are based in Palo Alto for our hybrid working model.
Key ResponsibilitiesPartner Technology- Own the Partner Center technology roadmap spanning cloud provider integrations, partner attribution & telemetry, and incentive/MDF management
- Drive build-vs-buy decisions for the Partner platform in direct partnership with Partner leadership
- Deliver solutions that support the full partner lifecycle: onboarding, co-sell, information sharing, support, progress tracking, and program management across Resellers, Technology Partners, ISVs, and Cloud Marketplaces
- Align partner technology with Sales, Partner Ops, and Partner Specialist workflows
- Own the Customer Success technology stack supporting CSMs across the full customer lifecycle: onboarding, adoption, expansion, and renewal
- Partner with Customer Success leadership to translate business objectives into scalable tooling and automation
- Enable CSM productivity through health score visibility, account intelligence, and proactive risk alerting
- Ensure tight integration between Customer Success platforms and Sales, Support, Billing, and Product systems
- Drive adoption of AI-assisted workflows for CSMs including next-best-action recommendations, sentiment signals, and churn risk indicators
- Own the Customer Support technology stack to enable customer support team with right tooling, including AI/agentic infrastructure, ETL/data pipelines, Workforce Management, and customer engagement tooling (chat, voice, workflow automation)
- Partner with Technical Support, Customer Success, and Professional Services to align technology investments with operational goals
- Ensure integration with Sales, Customer Success, Billing, and Product systems through standardized APIs and data models
- Maintain high availability, security, and compliance across all support platforms
- Define and execute a multi-year AI roadmap for Partner ecosystem and Customer Support, encompassing:
- Suggested responses and knowledge article generation
- Case summarization and sentiment detection
- Next-best-action recommendations and predictive case routing
- Autonomous AI agents and copilots embedded in support workflows
- Architect scalable conversational AI platforms across chat, voice, and digital channels
- Establish frameworks to measure AI containment rates, hallucination risk, escalation patterns, and customer trust
- Lead the transition from reactive case management to predictive, proactive support
- Establish governance for responsible, secure, and explainable AI deployment
- Transform support data into a strategic asset that informs Product and business decisions
- Drive governance and prioritization across a high-volume requirements backlog, managing stakeholder expectations, resource constraints, and phased delivery commitments
- Lead by influence across cross-functional teams including Sales AEs, SAs, CSMs, Partner Ops, and engineering
- Upskill support agents and managers in AI collaboration; partner with HR and Enablement to redefine roles in an AI-native organization
- 15+ years in enterprise IT or technical product management
- Proven experience with PRM/CRM ecosystems and complex enterprise integrations
- Prior experience building and managing partner platforms across the full partner lifecycle
- Hands-on familiarity with agentic AI platforms, LLM orchestration, and MCP-based tool integrations
- Track record of leading cross-functional IT delivery across multiple concurrent workstreams under resource constraints
- Demonstrated hands-on product management: prototyping, writing requirements, running discovery, and partnering directly with engineering
- Experience owning and driving build-vs-buy decisions with business and finance stakeholders to conclusion
- Strong executive communication skills; able to present defensible technology recommendations to CIO and CCO-level leadership
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.
With offices worldwide and over 67,000 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.
REQ ID: 2273470079
MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.
Skills Required
- 10+ years experience leading AI adoption and implementation at scale
- Product management experience in IT: discovery, scoping, roadmap, execution, adoption measurement
- Strong knowledge of post-sales and customer success platforms, enterprise data platforms, RAG solutions, intelligent workflow automation, and enterprise integration
- Demonstrated ability to set vision, build consensus, and drive measurable business value through AI (strategic leadership)
- Excellent stakeholder management, communication, and change leadership skills
- Bachelor's degree required (Computer Science preferred)
- Master's degree or MBA
- Based in San Francisco, CA or Palo Alto, CA for hybrid work
What the Team is Saying
MongoDB Compensation & Benefits Highlights
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Healthcare Strength — Health coverage includes an employee-only option with no paycheck deductions in at least one plan, employer HSA contributions, and free One Medical membership, indicating strong medical and wellness support.
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Parental & Family Support — Paid parental leave and generous reimbursement for fertility, adoption, and surrogacy—along with parenting support resources—signal a robust family-building package.
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Leave & Time Off Breadth — A flexible/unlimited PTO policy for U.S. employees, alongside company holidays, supports meaningful time away from work.
MongoDB Insights
What We Do
The database market is big. How big? Well, according to IDC, it’ll reach $153 billion by 2027. And MongoDB is at the forefront of that innovation with thousands of customers across the globe. We empower developers and businesses to build and deploy the applications they want, wherever they want.
Why Work With Us
We are ambitious. We are passionate about creativity. And we believe the best paths are the ones we have yet to forge.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
MongoDB provides multiple working model options for our employees, including the flexibility to work from home to opportunities for collaboration and social interaction in a MongoDB office.
