Responsibilities

Serving as the West Coast anchor for MongoDB's Global VIP Support, this position acts as the “single-threaded DRI” for the technology needs of E-Staff — the CEO's direct reports — in the US Pacific time zone. You hold end-to-end accountability for their digital journey, from two weeks before Day 1 through daily operations, high-stakes events, global travel, and eventual offboarding, ensuring a seamless experience without handoff friction.
The population you support is intentionally scoped and governed by HR and the Office of the CEO, not by IT — this is Phase 1 of a model designed to extend, tier by tier, to SVP+, then VP+, and ultimately the full Senior Leadership Team. The standards, runbooks, and judgment you establish now become the template each later phase reuses.
This role prioritizes proactive engagement over traditional ticketing. By monitoring system health and resolving issues before they impact the executive, you act as a protective barrier for critical workflows. You combine high-level IT proficiency with AV expertise to lead high-stakes events and Board meetings, while also empowering the Executive Assistant community through specialized technical training.
The way of working behind this role is built on a simple framework: routine diagnostics, health checks, and reporting are handled through automation and intelligent tooling wherever possible, freeing your time for the judgment calls, relationship-building, and in-person moments that actually require a human. Because this framework depends on staying ahead of what's possible, you are expected to stay current on emerging technology and AI trends and proactively evaluate how they can improve the executive support experience.
Innovation through AI and automation is fundamental to this model. You will implement intelligent solutions to handle routine diagnostics and triage, eliminating manual toil so that human intervention is reserved for high-impact moments. These automations are designed to make the executive's digital experience more fluid and efficient without losing the personal touch of white-glove service.
Because this is Phase 1, there is no long-established runbook to follow on day one — you will be building the playbook in parallel with live operations. Success in this role requires a blend of technical mastery, discreet judgment, disciplined execution inside a shared team workflow, and the composure to manage complex resolutions while maintaining absolute executive trust.
Everything in this role is confidential and governed by the company NDA. You will regularly handle material non-public information, executive personal data, and sensitive business context — work accordingly, by default, without exception.
Single-DRI Ownership & Proactive Engagement
Maintain full accountability for the digital experience. Act as the primary Directly Responsible Individual (DRI) for designated executives in the US West/NORAM region, providing global assistance as needed. This encompasses everything from initial pre-onboarding configurations to ongoing daily troubleshooting, event coordination, and travel support
Build the relationships. Cultivate and manage key partnerships. Foster strong, reliable connections throughout the executive support circle, including the leader themselves, their Executive Assistant (your primary daily collaborator), the Chief of Staff, and the Customer Advocacy/Office of the CEO teams. Approach every engagement with professional executive presence, characterized by composure, sound judgment, and absolute discretion
Stay ahead of needs. Run regular check-ins on pain points, preferences, and upcoming needs; maintain each executive's event and travel calendar and reach out ahead of every key event and trip.
Communicate progress with transparency. Keep every project you lead updated with an accurate status—On Track, At Risk, or Blocked—and alert your manager to scheduling concerns before deadlines pass. Monitor and report on weekly KPIs to ensure elite service levels for MTTR, FTTR, and CSAT

Qualification

Experience in a high-growth SaaSFamiliarity with OktaTeamLocationScopeReports toCoverage zoneMongoDB is built for change

Required

Experience in a high-growth SaaS, technology, or financial environment supporting senior leadership.
Familiarity with Okta, JAMF, Meraki, Confluence, Jira, Slack, and monitoring/alerting tooling (PagerDuty, Utelogy, Zoom dashboards).
Experience partnering with AV Engineering, Workplace/Facilities, Internal Comms, and InfoSec to deliver high-quality live events and executive protection.
Hands-on experience with AI agent-assist tooling, virtual agents, or digital-employee-experience (DEX) platforms, and comfort with light scripting (Python, PowerShell, or workflow tools) to reduce repetitive manual tasks.
Experience operating in a role without an established runbook or a predecessor, where playbooks are being built in parallel with live operations.
White-glove technology support for the CEO's direct reports
Team: Global VIP Support — Global Enterprise Technology (GET / IT)
Location: Palo Alto / San Francisco, CA Hybrid; on-site for key executive events
Scope: E-Staff — the CEO's direct reports — and their Executive Assistants (Phase 1 of a phased rollout that later extends to SVP+ and VP+, and eventually the full Senior Leadership Team)
Reports to: Manager, Global VIP Support (NYC)
Coverage zone: US Pacific (PT), partnering with NYC (US/Eastern) and Dublin (EMEA) for near 24×7 global coverage
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.

Customer Success Manager at Mongodb · LumiJobs

Customer Success Manager

Responsibilities

Qualification

Required

Benefits

Company

Mongodb

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