Customer Experience Manager

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. In this role, you will help shape how the organization understands, prioritizes, and improves the end-to-end customer experience, collaborating across various teams to drive customer-centric decisions and improvements.

Responsibilities:

• Establish and manage a portfolio of listening posts, including relationship, transactional, and competitive feedback programs, creating a holistic understanding of customer sentiment and experience
• Identify gaps in customer feedback coverage and implement new listening mechanisms to better understand customer needs, pain points, and emerging opportunities
• Own the design, administration, reporting, and continuous improvement of customer listening programs and experience measurement frameworks
• Develop scalable approaches for combining structured and unstructured customer signals into a unified view of the customer experience
• Leverage AI, natural language processing, sentiment analysis, and emerging technologies to identify trends, themes, friction points, and root causes across surveys, support interactions, customer conversations, and other feedback channels
• Build frameworks for detecting early warning signals, emerging customer risks, and opportunities for proactive intervention
• Utilize GenAI-powered tools to accelerate insight generation, summarize qualitative feedback, and surface meaningful customer patterns at scale
• Partner with technical and business teams to continuously improve the organization's customer intelligence capabilities
• Synthesize customer signals across multiple touchpoints and functions to uncover systemic issues that may not be visible within individual teams
• Analyze customer feedback and experience data to identify key drivers of customer satisfaction, loyalty, retention, and advocacy
• Translate customer insights into clear, compelling recommendations that influence decision-making and investment priorities across the organization
• Facilitate cross-functional reviews and action-planning sessions that align stakeholders around customer priorities and drive accountability for improvement
• Partner across Product, Engineering, Customer Success, Support, Marketing, Sales, Operations, and other teams to prioritize and implement customer experience enhancements
• Serve as a strategic advocate for the customer by ensuring customer perspectives are embedded into planning, prioritization, and operational decision-making
• Own and continuously improve the organization's closed-loop feedback strategy, ensuring customers receive timely and meaningful follow-up when concerns are raised
• Partner with frontline teams to establish and maintain effective customer response processes, within established SLAs, including detractor outreach and service recovery workflows
• Monitor closed-loop performance and identify systemic issues requiring broader organizational action
• Ensure customer feedback drives both immediate customer recovery efforts and long-term experience improvements
• Track the impact of actions taken in response to customer feedback and communicate outcomes to stakeholders

Requirements:

• 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
• Proven ability to influence stakeholders and drive alignment across complex, cross-functional environments
• Strong analytical, communication, and storytelling skills, including experience presenting insights to senior leaders and executive audiences
• Ability to manage multiple priorities and operate effectively in a fast-paced environment
• Experience applying GenAI, machine learning, or advanced analytics techniques to customer feedback analysis and insight generation
• Experience building or enhancing customer listening frameworks, feedback taxonomies, or customer intelligence programs
• Familiarity with customer journey mapping, experience measurement methodologies, and customer lifecycle analysis
• Understanding of customer experience metrics, benchmarking methodologies, and statistical analysis techniques