Senior Team Manager, Customer Success

monday.com•New York, NY

2d•$166,000 - $210,000•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 Senior Team Manager to lead and develop a team of high-touch Customer Success Managers. This individual will play a pivotal role in driving customer retention, growth, and long-term success at monday.com. The Senior Team Manager of High-Touch CS will be responsible for setting the vision, building scalable processes and best practices, and cultivating strong cross-functional partnerships — all in service of retaining and expanding our Enterprise and Mid-Market customer base. About the Role: As a Senior Team Manager of Customer Success, you'll lead and develop a high-performing team of Customer Success Managers focused on our Enterprise and Mid-Market customers. This is a strategic leadership role for someone who thrives at the intersection of people development, accountability, and operational excellence — and who wants to shape the future of how monday.com retains and grows its most valuable customers. You'll set the vision for your team, build scalable processes, and serve as a trusted cross-functional partner across the business — all while owning meaningful retention and growth outcomes.

Requirements

6+ years in Customer Success, including 3+ years at a Senior CSM or Principal level
2–3 years of direct people management experience leading high-performing CSM teams
Deep experience managing executive relationships within Enterprise or Mid-Market accounts, along with end-user relationships
Experience with CS tooling and a track record of successfully rolling out tools and processes to a team
Ability to operate with urgency, poise, and strategic clarity in a fast-moving environment
Strong analytical capabilities — you're comfortable diving into data, synthesizing insights, and using them to drive decisions
Proven track record owning and exceeding retention or growth targets
Technical aptitude with a solid understanding of APIs and integrations — comfortable navigating technical conversations with customers and internal teams
A forward-thinking approach to AI — actively leveraging AI tools to improve team efficiency, enhance customer outcomes, and scale the impact of your work
Some travel required for customer visits

Nice To Haves

Prior sales experience is a plus

Responsibilities

Lead, coach, and develop a team of Customer Success Managers — elevating their skills, accelerating their growth, and building a culture of accountability and excellence
Drive day-to-day execution to exceed retention and growth targets across your customer segment
Design and execute strategies that drive adoption, engagement, and retention, with a focus on proactively addressing risks and opportunities before they impact customer health
Partner closely with Account Managers, Managing Directors, and CS leadership on account planning and reviews to identify opportunities to expand customer value
Lead and participate in weekly, monthly, and quarterly business reviews with cross-functional partners — surfacing risks, opportunities, and progress against key CS initiatives
Own the retention forecast for your book of business, proactively identifying risks and reporting mitigation status to leadership
Collaborate with CS leadership to build, refine, and execute the Customer Success roadmap, contributing your team's perspective and field insights to shape company-wide strategy