Sr. Director, IT Product Management – Post Sales and Partner Technology

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.

• 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