# Senior Director, Customer Health & Critical Accounts

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Remote
**Role:** Customer Success
**Salary:** $203k – $398k/yr
**Experience:** 12+ years
**Skills:** Customer Success, Program Management, Customer Operations, Gtm Operations, B2B SaaS, Critical Accounts, Program Management Office, Executive Reporting, Kpi Management, Customer Health, Artificial Intelligence, Data Analytics, Cross-Functional Leadership, Cloud Computing, Database Technology
**Posted:** 2026-08-03

> Leads MongoDB’s Critical Accounts function and Customer Health Platform, building operating frameworks, teams, executive reporting, and AI-enabled customer risk capabilities. The role requires 12+ years in Customer Success, program management, or customer/GTM operations, plus senior leadership and cross-functional influence.

## Job Description

## Responsibilities

### Own and Build the Critical Accounts Program

- Design and iterate on the global Critical Accounts framework, including entry and exit criteria, account archetypes, playbooks, health assessment templates, and Get Well Plan standards.
- Design the central Critical Accounts organizational structure and hire a lean program management team.
- Establish intake and triage standards so qualifying nominations are validated, classified, and assigned a process lead and resource plan.
- Work with Customer Health to define signals and thresholds that proactively detect at-risk accounts.
- Own program coordination, including the master tracker, cross-functional stand-ups, 90-day checkpoints, and resource rebalancing.
- Own executive reporting, including weekly account status, monthly portfolio readouts, and quarterly summaries covering program KPIs, churn prevented, and cost-to-save ratios.
- Set and track KPIs such as de-escalation rate, time-to-exit, CSAT delta, churn prevented, and resource hours per account.
- Lead post-mortem reviews and route findings into QBRs, product prioritization, and process improvements.

### Lead Customer Intelligence and AI

- Own the multi-year vision and strategy for the Customer Health Platform as a trusted platform for customer insight across GTM functions.
- Set roadmap priorities for new data sources, use cases, next-best-action capabilities, and AI-driven experiences.
- Make platform-level decisions on scope, sequencing, and investment as Customer Health scales across functions.
- Ensure Customer Health and Critical Accounts reinforce each other through health scores, signals, identification, triage, Get Well Plans, and portfolio reporting.
- Drive cross-functional alignment on how Customer Health orchestrates and surfaces insight across internal and external channels and user interfaces.

### Provide Executive and Cross-Functional Leadership

- Serve as connective tissue across Customer, Product and Technology, Engineering, and GTM leadership on customer risk, intelligence, and intervention.
- Give executives real-time, high-trust visibility into the Critical Accounts and Customer Health portfolios.

## Requirements

- 12+ years in Customer Success, Program Management, or Customer/GTM Operations, ideally in a consumption-based or B2B SaaS company.
- Several years in a people-management or senior program leadership role.
- Track record of building a program or function from the ground up, including designing frameworks, standing up teams, and establishing executive reporting.
- Experience managing complex, multi-stakeholder engagements under pressure.
- Strong cross-functional leadership without direct authority and ability to align Director- and VP-level peers.
- Executive-grade written and verbal communication, including presenting portfolio health, program KPIs, and business cases to senior leadership and the board.
- Data-driven approach to management, including building and tracking KPIs and reasoning about scoring, health signals, and model-driven recommendations.
- Familiarity with technical customer challenges, preferably cloud, data infrastructure, or databases.
- High composure in high-stakes, ambiguous situations and a bias toward bringing decisions and solutions.

## Nice to Have

- Experience building and managing a Critical Accounts or similar escalation/save function, including entry and exit criteria, playbooks, and day-to-day portfolio management.
- Experience owning or sponsoring an AI-powered customer intelligence, account health, or GTM tooling initiative spanning multiple functions.

## Compensation and Benefits

- Employee wellbeing and personal and professional development support.
- Employee affinity groups.
- Fertility assistance.
- Generous parental leave policy.

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