MongoDB

Customer Experience Manager

Austin; Boston; Denver; New York City

Sponsorship not specified$106k-$208kDetected 23 hours ago

MongoDBAWSGCPMachine LearningNLPStatisticsCustomer SuccessResearchLeadershipCommunicationPublic Speaking

About the role

As a key member of the Customer Experience Strategy team, you will help shape how the organization understands, prioritizes, and improves the end-to-end customer experience.
This role sits at the intersection of customer listening, journey strategy, AI-powered insights, and cross-functional influence.
Customer experience extends far beyond any single touchpoint or function.

In this role, you will build and evolve the mechanisms that help us understand those experiences holistically, identify the moments that matter most, and drive improvements across the entire customer lifecycle.
You will collaborate closely with Product, Customer Success, Support, Marketing, Sales, Operations, and other stakeholders to translate customer signals into coordinated action that improves both customer outcomes and business performance.
Establish and manage a portfolio of listening posts, including relationship, transactional, and competitive feedback programs, creating a holistic understanding of customer sentiment and experience
Develop scalable approaches for combining structured and unstructured customer signals into a unified view of the customer experience
Partner with technical and business teams to continuously improve the organization's customer intelligence capabilities

6+ years of experience in Customer Experience, Customer Experience Strategy, Customer Insights, Market Research, or a related discipline within a B2B SaaS or enterprise environment
Experience designing and operating customer listening programs and translating customer feedback into business action
Demonstrated ability to synthesize quantitative and qualitative customer data into actionable insights and recommendations
Experience working with customer feedback platforms such as Medallia, Qualtrics, or similar experience management solutions
Familiarity with AI-enabled research, text analytics, sentiment analysis, or other approaches for analyzing unstructured customer feedback
Experience managing closed-loop feedback programs and customer recovery processes
Success requires strong analytical skills, customer empathy, executive communication, and the ability to influence stakeholders without direct authority.

Familiarity with customer journey mapping, experience measurement methodologies, and customer lifecycle analysis
Understanding of customer experience metrics, benchmarking methodologies, and statistical analysis techniques
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.
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.
Learn more about what it's like to work at MongoDB, and help us make an impact on the world!

Salary is one part of MongoDB's total compensation and benefits package.
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:

Identify gaps in customer feedback coverage and implement new listening mechanisms to better understand customer needs, pain points, and emerging opportunities
Other benefits for eligible employees may include:

From initial awareness and evaluation through onboarding, adoption, support, renewal, and advocacy, every interaction contributes to how customers perceive our brand.

This listing is sourced directly from MongoDB's careers page and normalized into a canonical job model.