Senior Director, Customer Health & Critical Accounts

About this role

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.

What You Will 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.

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: 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.

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

What You Will Bring

• 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 and, at times, the board.

• Data-driven approach to management: builds and tracks KPIs rather than relying on status updates, and is comfortable reasoning about scoring, health signals, or model-driven recommend

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