In 2016, Ozge Tuncel undertook the challenge of establishing a Customer Success (CS) program at MongoDB, focusing on understanding customer needs and improving engagement strategies to drive company growth. The program's development involved defining clear objectives, such as ensuring the success of customers' first MongoDB applications and incorporating customer feedback into the product roadmap. The initiative also tackled challenges like measuring success without waiting for renewal rates and finding the right customer success managers with a balance between relationship-building and technical skills. As MongoDB introduced its SaaS offering, MongoDB Atlas, the CS team gained valuable insights through product telemetry, which facilitated more proactive customer engagement. The program's evolution required adapting to constant changes in the CS landscape and addressing diverse customer segments with tailored strategies. Meanwhile, MongoDB is undergoing a leadership transition, with Chirantan "CJ" Desai set to succeed Dev Ittycheria as CEO in November 2025, signaling a new phase for the company as it leverages its strengths in AI and data-driven applications to continue its growth trajectory.