Customer Engagement Manager - Tech Touch

monday.com • New York, NY

138d • $82,000 - $95,000

About The Position

This is a unique opportunity to join a new and innovative team within the Tech Touch organization at monday.com, where you’ll help shape the future of how we drive growth retention at scale for SMB accounts. The Retention Team is built of product experts focused on driving gross retention by delivering exceptional experiences and guiding customers to discover and adopt high-impact use cases that turn product potential into real-world outcomes. Our team is actively being built—we’re laying the foundation for what a world-class, scalable retention function looks like within monday.com’s new Tech Touch organization. We’re redefining proactive customer engagement with a mix of AI-powered insights, human connection, and fast experimentation and we’re looking for highly skilled, curious, adaptable and customer-obsessed people to join us on that journey. This is not a typical Customer Success role. You won’t own a fixed book of customers. Instead, you’ll be part of a brand-new team with a unique mission: to deliver impactful customer experiences at scale to support long-term retention.

Requirements

• 2+ years of experience in a Customer Success B2B SaaS role, ideally supporting SMB or mid-market customers at scale.
• Experience in working across many customer engagements simultaneously, identifying needs quickly, and delivering value through targeted, high-impact interactions.
• Proactive approach, comfortable in fast-paced, dynamic environments, and can adapt quickly as priorities shift.
• Hands-on experience working with SaaS products and comfortable navigating technical tools, settings, and workflows.
• Data-driven and systems-savvy, confident using CRM tools and product data to inform decisions and strategies.
• Clear, confident communicator who builds trust quickly with customers.
• Eager to learn and grow, curious, open-minded and seeks out opportunities to learn and develop.
• Strong team player who actively supports team goals, shares knowledge, and contributes to a smooth, aligned way of working.
• Strong written and verbal communication in English.

Responsibilities

• Engage customers through inbound tickets and targeted outreach via chat, email, calls, and video.
• Combine fast, high-quality support with consultative, value-driven conversations to remove blockers, boost adoption, and help users realize long-term value from monday.com.
• Leverage deep product knowledge to help customers discover impactful new ways to use monday.com.
• Contribute directly to revenue growth through upsell and cross-sell by building trust, guiding adoption, and enabling long-term success.
• Run thoughtful, strategic discovery sessions to uncover what matters most to customers.
• Design and present clear, relevant workflows and use cases that map directly to customer needs.
• Help shape the playbook, test new retention approaches, and lead cross-functional projects.
• Take part in and occasionally lead digital engagement initiatives such as CS Office Hours, webinars, or targeted campaigns.

Benefits

• Compensation Range: $82,000-$95,000 base salary, subject to standard withholding and applicable taxes.
• Opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans.
• Compensation awarded will be commensurate with the candidate’s skills and experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees