Customer Experience Retention Specialist

monday.com

183d • $82,000 - $95,000

About The Position

This is a unique opportunity to join a new and innovative team at monday.com, where you’ll help shape the future of Customer Experience impact on growth retention 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 in incubation mode, we are actively testing, building, and refining what a world-class, scalable retention operation looks like inside a fast-moving, global CX 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, Support / Experience or Sales 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-facing B2B SaaS role (such as Customer Success, Support/Experience, Implementation, or Product Enablement), 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 skills.

Nice To Haves

• Prior experience in a Support Role is an advantage.

Responsibilities

• Engage with customers through both inbound tickets and targeted outreach across chat, email, phone calls and video.
• Balance effective, high-quality service with consultative, value-led conversations, helping users overcome blockers, increase adoption, and unlock long-term value from monday.com.
• Leverage deep product expertise to help customers discover impactful new ways to use monday.com.
• Identify opportunities aligned with customer goals to support upsell, cross-sell, and new business expansion.
• Run thoughtful, strategic discovery sessions to uncover customer goals, challenges, and opportunities.
• Design and present clear, relevant workflows and use cases that map directly to customer needs.
• Contribute to building and testing new approaches to retention as a core member of a small, agile team.

Benefits

• Opportunity to help shape a brand-new function within a fast-growing, globally recognized company.
• Access to cutting-edge CX technologies.
• Culture of constant learning.

What This Job Offers

• Number of Employees: 1,001-5,000 employees