Customer Success Team Manager

monday.com • New York, NY

20h • Hybrid

About The Position

At monday.com, we help teams get more work done. We are the best AI work platform that empowers teams to automate, build, and scale their impact end-to-end with tools that actually execute the work for you. With over $1B in ARR, 250,000+ customers, and a global team, we’re serious about building a product people love to use and giving our employees the same ownership and flexibility to shape the way the world works. Our Customer Success team is growing rapidly, and we are looking for a Team Lead to expand and manage a group of HT CSMs! This individual will help drive Monday.com 's success and customer retention. The Team Lead of HT CS will be responsible for setting the vision, creating processes and best practices, and maintaining deep relationships with cross-functional partners, all to ensure the successful retention and growth of our MM/ENT Customers. Please note this is a hybrid role in our NYC office. About The Role In this role, you’ll be leading a team of Customer Success Managers. You will be responsible for growing and developing the team by providing expert-level CS knowledge, coaching, training, and creating overall process improvement. You will drive the day-to-day execution to exceed the business retention and growth targets of monday.com . Create and identify strategies to proactively address risks and opportunities related to adoption, engagement, and, most importantly, retention. Collaborate on account plans and reviews with Account Managers, Managing Directors, and Customer Success Managers to identify opportunities to increase customer value Participate and lead key items on our weekly, monthly, and quarterly business reviews with cross-functional partners in the business to highlight risks, opportunities, and progress around key initiatives on our Customer Success roadmap Own the retention forecast of our Strategic customers, reporting risks and their mitigation status weekly. Collaborate with Customer Success leadership and teams to build, execute, and refine the Customer Success roadmap

Requirements

• 5+ years of experience in CSM roles (2+ as a Senior CSM / Principal)
• At least 2 years of experience managing a team of HT CSMs
• Must have experience in working with MM/ENT HT customers, managing executive relationships, along with end-user relationships
• Experience in working with CS tools, along with rolling these tools out to teams
• Ability to prioritize and multitask while maintaining urgency, thoughtfulness, and poise under pressure while keeping an eye on the KPIs and success metrics for customers and our business
• High-level data analysis, synthesis, and reporting capabilities.
• Experience carrying a retention or growth target
• Some travel included for customer visitation

Nice To Haves

• Past sales experience is a plus

Responsibilities

• Leading a team of Customer Success Managers.
• Growing and developing the team by providing expert-level CS knowledge, coaching, training, and creating overall process improvement.
• Driving the day-to-day execution to exceed the business retention and growth targets of monday.com.
• Creating and identifying strategies to proactively address risks and opportunities related to adoption, engagement, and retention.
• Collaborating on account plans and reviews with Account Managers, Managing Directors, and Customer Success Managers to identify opportunities to increase customer value.
• Participating and leading key items on weekly, monthly, and quarterly business reviews with cross-functional partners to highlight risks, opportunities, and progress around key initiatives on the Customer Success roadmap.
• Owning the retention forecast of Strategic customers, reporting risks and their mitigation status weekly.
• Collaborating with Customer Success leadership and teams to build, execute, and refine the Customer Success roadmap.

Benefits

• Competitive salary and benefits
• Bonus potential
• Company equity incentive program
• Monthly stipends for food, wellness, and commuter/remote work
• Fully dedicated learning and development team that provides opportunities for employees to grow, gain new skills, master AI tools, and participate in workshops
• Award winning work environment - named a "Best Place to Work" by Built In as well as "Great Place To Work" certified.
• We foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understanding
• A global work environment with employees in New York, Tel Aviv, London, Sydney, São Paulo, Tokyo, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed