Role Overview

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 Responsibilities

Partner 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

Customer Success Technology

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

Customer Support Technology

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

AI & Automation

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

Delivery & Governance

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

Requirements

Experience

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

Leadership & Delivery

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

About MongoDB

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.

MongoDB’s base salary range for this role in the U.S. is:

$168,000—$330,000 USD