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GTM Lead, Customer Lifecycle

United States
USD $118,000~$231,000
Customer Service

The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

Full customer lifecycle support is one of the most critical aspects of our business, without which our consumption business will struggle to efficiently grow. Our customer support roles (primarily CS and TSE) have gotten more and more complicated as the product has expanded, resulting in more features that require onboarding and a wider array of issues our internal teams need to be able to address. There’s also more surface area for a customer to get stuck, to have a negative experience, and to churn. 

We’ve had incredible success selling Atlas as a managed database and now with the release of Atlas Search, Vector Search, Streaming etc. we have an incredible opportunity to sell a Platform solution which includes onboarding and driving customer consumption -  that’s why this role is so critical. We need to build a scalaible process and system across a number of functions to drive platform level consumption through the Customer Success organization. 

We’re looking for someone that can think holistically across our teams, our products and their development cycle as they mature, and understand the customer value proposition in order to work closely across our go to market field roies. Responsibilities include:

  • Identify and quarterback the work to alleviate roadblocks in handoff, onboarding, and ongoing support.
  • Identify unique risks to platform selling that could inhibit successful onboarding and partner with our technical teams to build processes that reduce these risks.
  • Articulate trends and insights from working with the field teams as well as the customers and surface them to the Product and other GTM teams to inform our roadmaps.
  • Become the subject matter expert to build the enablement content that will be used to train the field 

This role can be based out of our New York City office or remotely in the USA.

Ideal experience

  • 8~10 years experience in sales or customer success covering a highly technical product; strong technical background a plus
  • Experience building and facilitating enablement programs
  • Ability to ideate, design and execute a plan with cross functional partners 
  • Ability to communicate in a clear and concise manner
  • Ability to build strong cross functional partnerships across the company
  • Ability to analyse data and charts and mine for actionable insights

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.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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