The IT Go-to-Market (GTM) organization builds and operates the technology platforms that enable the end-to-end customer lifecycle, spanning Sales, Revenue Operations, Customer Support, Customer Success, and Professional Services.

As a Senior Product Manager on the IT GTM team, you will own the product strategy and roadmap for post-sales technology platforms, including CRM, Service Cloud, support operations, customer portals, AI-enabled support capabilities, and enterprise integrations.

You will partner with business and engineering leaders to define product vision, prioritize investments, and deliver scalable solutions that improve customer and agent experiences, drive operational efficiency, and support business growth.

We are looking to speak to candidates who are based in Palo Alto, New York City, Seattle, or Austin for our hybrid working model.

Responsibilities

Domain Expertise

• Proven experience modernizing Technical Support platforms, including workforce planning, workflow automation and optimization, customer and partner collaboration and i, and knowledge-sharing solutions
• Strong understanding of end-to-end support user journey, including case creation and management, omni-channel case routing, prioritization, system integrations, and AI-driven proactive customer engagement
• Extensive knowledge of integration patterns across Salesforce Sales Cloud, Service Cloud, external support portals, and analytics platforms to deliver seamless customer and agent experiences
• Broad understanding of the post-sales ecosystem spanning Professional Services, Technical Support, and Customer Success, with the ability to design solutions that optimize cross-functional workflows
• Understanding of expertise in customer and support agent journeys, support processes, and operational workflows, with a track record of leading large-scale digital transformations and delivering custom solutions that address complex business challenges
• Expertise in building and scaling technology solutions for Customer Support, Customer Success, and Professional Services organizations

Product Strategy & Vision

• Translate business strategy, customer needs, and operational priorities into scalable, platform-based product capabilities
• Partner with business and engineering leaders to align product investments with enterprise architecture, security, governance, and platform standards
• Develop clear product requirements (PRDs), prioritize roadmaps, define measurable success metrics, and drive adoption through data-driven decision making
• Balance short-term business priorities with long-term platform strategy to maximize customer value, operational efficiency, and business impact
• Champion a product-led mindset by continuously incorporating customer feedback, operational insights, and market trends into product evolution

Stakeholder Engagement

• Partner with Customer Org  and identify opportunities
• Represent the voice of the user, ensuring solutions address real operational challenges
• Communicate priorities, trade-offs, timelines, and progress clearly to stakeholders and leadership
• Build strong partnerships with engineering teams, architects, and external vendors

Roadmap & Delivery

• Own and maintain the product backlog and roadmap, prioritizing work based on business impact and technical feasibility
• Collaborate closely with engineering teams in an Agile environment to plan and deliver product releases
• Balance new feature development with platform improvements and technical debt
• Ensure smooth product delivery by managing cross-team dependencies and aligning stakeholders

Adoption & Change Management

• Partner with enablement and change management teams to drive adoption of new GTM capabilities
• Communicate product changes and new features across impacted teams
• Monitor KPIs and support incident or problem management when issues arise

Requirements

• 6+ years of Product Management experience in enterprise SaaS or cloud platforms
• Strong domain expertise in Customer Support tooling and Post-Sales solutions
• Experience building custom workflow applications, automation platforms, or AI-powered tools
• Deep knowledge of Sales and Service Cloud and customer lifecycle processes
• Experience working with telemetry, analytics, and customer health data
• Ability to partner effectively with engineering, operations, and business stakeholders
• Familiarity with AI-enabled Post Sales, focused on Customer Support workflows or automation tools
• Experience using product metrics and analytics to guide decisions
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience)

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, 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.

REQ ID: 2273461617