Mongoose

Chief Marketing Officer

• GTM Leadership: Serve as a core strategic partner within the Go-to-Market triad, ensuring Marketing is fully embedded alongside Revenue and Product in how the business plans, prioritizes, and executes growth. You’ll build tight operating rhythms across these functions, aligning on strategy, sequencing initiatives, and ensuring our market approach is coordinated, intentional, and outcomes-driven. Your role is to ensure Marketing is not reacting to the business, but shaping it.
• Set Strategy & Roadmap: Establish the marketing vision, strategic priorities, and multi-quarter roadmap that align to company growth goals. You’ll ensure initiatives are focused, resourced appropriately, and sequenced for maximum impact, balancing near-term performance with long-term brand and market positioning. This includes clarifying where Marketing should lead, where it should partner, and where it should amplify.
• Build & Empower the Function: Lead and develop a marketing organization where functional leaders across Growth Marketing, Content Marketing, and Marketing Operations own strategy, think creatively, and operate with clear accountability. You’ll move the team beyond task execution into true functional leadership, creating the space, structure, and expectations that allow each area to scale its impact across the business.
• Elevate Product Marketing: Build and scale Product Marketing into a cornerstone capability that connects our product vision to customer outcomes. You’ll shape positioning, messaging, launches, and enablement strategies that sharpen our competitive differentiation, improve win rates, and accelerate adoption across the student lifecycle. This function will serve as the connective tissue across Product, Sales, and Customer Success, ensuring every solution is clearly understood and every launch lands with impact.
• Drive Market Impact: Guide how Mongoose shows up in the market, ensuring our narrative is differentiated, insight-driven, and aligned across campaigns, content, and field conversations. You’ll connect brand, demand, product storytelling, and customer value into a cohesive market presence that fuels awareness, pipeline, and long-term growth.
• Develop Future Leaders: Invest deeply in the growth of your functional leaders, expanding their strategic thinking, business acumen, and leadership capability over time. Success in this role is defined not by personal output, but by building a team that can operate independently, lead at altitude, and scale alongside the business.

Head of Marketing, Product & GTM

Customer Support

• Customer Support: Serve as the first point of contact for customers seeking product assistance, managing inbound support through HubSpot and ensuring every interaction leaves customers feeling heard, supported, and confident in their next steps. You’ll troubleshoot issues, guide users through solutions, and host live Zoom sessions when deeper walkthroughs or training are needed.
• Product Expertise: Become deeply fluent in the Mongoose platform, helping customers and internal teams navigate features, integrations, and technical workflows. You’ll step into complex conversations when product depth is needed and act as a trusted resource across Support, Sales, and Customer Success.
• Technical Troubleshooting: Investigate and resolve software, data, and integration-related issues, thinking creatively and analytically to identify root causes and workable solutions. You’ll simplify complex concepts so users of all backgrounds can understand what’s happening and what to do next.
• Implementation Support: Assist customers with technical onboarding and integration work across both higher-ed systems (Slate, Salesforce, Blackbaud NXT, Ellucian) and general data environments (CSV, SFTP, APIs), helping ensure smooth setup and long-term success.
• Customer Advocacy: Act as the voice of the customer internally, partnering with Product and Engineering to surface bugs, elevate feature requests, and influence product improvements that enhance the user experience.
• Quality Partnership: Support QA efforts by testing new features, validating workflows, and identifying potential issues before release, helping ensure product updates land smoothly for customers.
• Documentation & Enablement: Create and maintain technical documentation, support guides, release notes, and best practices that empower customers to self-serve and maximize the value of the platform.
• Case Ownership: Manage support tickets end to end, tracking progress, coordinating internally, and maintaining clear communication so no customer feels stuck or left waiting.
• Process Improvement: Reflect on recurring issues, support workflows, and customer friction points, recommending improvements that strengthen both the product experience and the support function over time.

Head of Marketing, Product & GTM

Product Support Specialist