Senior Director, Customer Health & Critical Accounts

About the role

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 one-stop shop for customer insights, combining health, adoption, engagement, and experience data with proactive risk identification and recommended actions. This role owns both. You will build and lead the Critical Accounts function end to end: the framework, the global operating model, and the executive reporting that gives leadership real-time visibility into the portfolio. You will also set the long-term vision and strategy for the Customer Health Platform: what it scores and alerts on, which teams and use cases it serves next, and how it becomes the one-stop shop for customer insight across the company. You will be accountable for how MongoDB identifies, intervenes on, and learns from customer risk, and for where the Customer Health platform goes next. This is a build role. You are creating the operating rhythm, the standards, and the team structure as much as you are running them. This role can be based out of our US offices or remotely in the United States.

Key facts

What you'll do

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. 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. 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. Make the platform-level calls on scope, sequencing, and investment as Customer Health scales across functions, as we as align with cross-functional executives on the path forward. Ensure Customer Health and the Critical Accounts program reinforce each other: account health scores and signals should feed directly into critical account identification, triage, Get Well Plans, and portfolio reporting. Drive cross-functional alignment across Product, Marketing, and GTM on how Customer Health orchestrates and surfaces insight: who gets alerted about which issues, when, and through which channel (internal vs. external), and how health data and alerts show up in the comms and UI layer for account teams, customers, and partners. Serve as the connective tissue across Customer, Product & Technology, Sales, and key strategic partners, translating program performance into executive-level narratives and decisions.

Requirements

8+ years of progressively responsible experience in Customer Success, Customer Strategy, or a related field with demonstrated ability to own program design and execution at scale. Demonstrated experience building and operating a complex program or operating model from the ground up, with evidence of documented frameworks, playbooks, and operational rigor. Track record of designing and implementing data-driven customer health strategies that use signals, scores, and interventions to reduce churn and expand revenue. Experience leading cross-functional programs that span Customer Success, Product, Engineering, Sales, and Marketing, with comfort operating in ambiguous, fast-paced environments. Exceptional written and verbal communication skills, with the ability to synthesize complex data into clear executive-level narratives and decisions. Strong judgment and discretion in handling sensitive customer information and executive-level conversations. Comfortable managing and prioritizing multiple workstreams and stakeholders simultaneously while maintaining attention to detail and high standards. Proven experience with CRM or CS platforms (e.g., Salesforce, Gainsight) and data tools to translate insights into action.

Nice to have

Experience with AI-driven insights platforms, recommendation engines, or real-time intervention systems. Background in scaling Customer Health or Critical Accounts programs in enterprise SaaS organizations.

Practical notes

This role is eligible for remote work within the United States.