Senior

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.

• Domain Expertise: Proven experience modernizing Technical Support platforms, including workforce planning, workflow automation and optimization, customer and partner collaboration, 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. Broad understanding of the post-sales ecosystem spanning Professional Services, Technical Support, and Customer Success. Track record of leading large-scale digital transformations and delivering custom solutions.
• 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.
• Stakeholder Engagement: Partner with Customer Org and identify opportunities. Represent the voice of the user. 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.
• 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.

• 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)

MongoDB’s base salary range for this role in the U.S. is $126,000—$248,000 USD. 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 and benefits are only applicable to U.S.-based candidates.

Apply via the MongoDB careers page for this role.