Head of Post Sales Technology, MongoDB
$168-330k
Modern data platform
Job no longer available
Modern data platform
1001+ employees
Job no longer available
$168-330k
1001+ employees
Company mission
To empower innovators to create, transform, and disrupt industries by unleashing the power of software and data.
Role
Who you are
- Track Record: 10+ years experience with proven success in leading AI adoption and implementation at scale in companies of comparable size and complexity
- Product Management experience - Experience working in IT as a product manager including but not limited to user interviews, discovery, scoping, product vision and roadmap definition, product execution and delivery against the roadmap and measurement of product adoption and definition and tracking of other success metrics
- Technical Depth: Strong knowledge of post sales and customer success platforms, enterprise data platforms, RAG solutions, intelligent workflow automation, and enterprise integration
- Strategic Leadership: Demonstrated ability to set vision, build consensus, and drive measurable business value through AI
- Communication: Excellent stakeholder management, communication, and change leadership skills
- Education: Bachelor’s degree required (comp science preferred); Master’s or MBA preferred
What the job involves
- Partner with the Technical Support organization, Customer Success and Professional Services organization to understand the business objectives and chart out a technology strategy and roadmap to address their needs
- Define and own a multi-year AI roadmap for post sales. The capabilities should ideally include
- Suggested responses
- Knowledge article generation
- Case summarization
- Sentiment detection
- Next-best-action recommendations
- Reimagine support workflows assuming AI agents and copilots are default participants
- Lead transition from reactive case management to predictive, proactive service
- Establish governance for responsible and secure AI deployment
- Architect scalable conversational AI platforms for chat, voice, and digital channels
- Lead implementation of AI solutions using modern AI native platforms
- Develop frameworks to measure AI containment rates, hallucination risk, escalation patterns, and customer trust
- Continuously tune models based on real customer interaction data
- Implement predictive case routing based on complexity and skill
- Automate repetitive workflows and approvals
- Use machine learning to detect systemic product issues and trigger escalation automatically
- Drive closed-loop feedback into Product and Engineering
- Establish unified support data architecture
- Build real-time dashboards with actionable insights
- Develop predictive models for:
- Volume forecasting
- Churn risk
- SLA breach risk
- Escalation likelihood
- Transform support data into a strategic asset
- Own the support technology stack end-to-end
- Ensure integration with Sales, Customer Success, Billing, and Product systems
- Standardize APIs and data models to support AI training and analytics
- Ensure high availability, security, and compliance
- Lead cultural transition to AI-augmented support
- Upskill agents and managers in AI collaboration
- Build trust through transparent AI governance and explainability
- Partner with HR and Enablement to redefine roles and career paths in an AI-native organization
Our take
MongoDB is an open-source, cross-platform, document-oriented database system. It stores data as JSON-like documents and is written in C++, Go, JavaScript and Python.
Essentially, the company develops tools and blueprints to help businesses and organisations modernise their legacy applications, migrating them to the MongoDB database and the MongoDB Atlas cloud database. With this initiative, MongoDB is particularly taking aim at Oracle customers with ageing applications running on the Oracle relational database system.
Since its release, MongoDB has become one of the most popularly used NoSQL database systems due to its ease of use and efficiency. It is also the fastest-growing database ecosystem, and boasts hundreds of millions of downloads. Recently, the company announced a partnership with Patronus AI, an automated evaluation and security platform, through which it will bring automated LLM evaluation and testing capabilities to enterprise customers.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2015
$80m
SERIES G
Oct 2013
$150m
SERIES F
Total funding: $311.1m
Company benefits
- Rich health insurance coverage
- Virtual & on-site fitness classes
- Health screenings & telemedicine
- Access to transgender-inclusive health insurance coverage
- Global and internal mobility opportunities
- Equity & Employee Stock Purchase Program
- Pension & retirement programs
- Income Protection
- Flexible PTO is offered to every US employee & competitive time off policies for non-US employees
- Employee Assistance Program
- Mental health counseling
- Free meditation app access
- Fertility & adoption financial assistance
- Parental counseling for new parents
- 20 weeks of fully paid gender neutral parental leave & flexible work arrangements
- 4 weeks of emergency care leave
Company HQ
Theater District, New York, NY
Leadership
Dwight Merriman
(Co-Founder)Previously CTO and Co-founder at DoubleClick for 10 years, and Chairman at AlleyCorp for 15 years.
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