Team Manager, Customer Success

monday.com•New York, NY

2d•$158,000 - $196,000•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 Team Manager to lead and develop a team of high-touch Customer Success Managers. This individual will play a key role in driving customer retention, growth, and long-term success at monday.com. The 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 Mid-Market and Enterprise customer base. About the Role: As a Team Manager of Customer Success, you'll lead and develop a team of Customer Success Managers focused on our Mid-Market and Enterprise customers. This is a people-first leadership role for someone who is passionate about coaching and developing talent, driving retention outcomes, and building the processes that set a team up for long-term success. You'll help shape the vision for your team, create scalable workflows, and partner closely with stakeholders across the business — all while maintaining a strong pulse on customer health and performance.

Requirements

5+ years of experience in CSM roles, including 2+ years at a Senior CSM or Principal level
At least 2 years of direct experience managing a high-touch CSM team
Experience working with Mid-Market and Enterprise customers, managing both executive and end-user relationships
Experience with CS tooling and a track record of successfully rolling out tools and processes to a team
Ability to prioritize and multitask with urgency, thoughtfulness, and poise under pressure — always keeping an eye on customer and business KPIs
Strong analytical capabilities — comfortable with data analysis, synthesis, and reporting to drive informed decisions
Proven track record owning and exceeding retention or growth targets
Technical aptitude with a working understanding of APIs and integrations — able to navigate technical conversations with customers and collaborate effectively with internal teams
Comfort leveraging AI tools to improve team workflows, enhance customer engagement, and drive operational efficiency
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 — fostering a culture of growth, accountability, and customer obsession
Drive day-to-day execution to exceed retention and growth targets across your customer segment
Create and identify strategies to proactively address risks and opportunities related to adoption, engagement, and retention
Collaborate on account plans and reviews with Account Managers, Managing Directors, and Customer Success Managers to identify opportunities to increase customer value
Participate in and lead key items on weekly, monthly, and quarterly business reviews with cross-functional partners — highlighting risks, opportunities, and progress around key CS initiatives
Own the retention forecast for your customer segment, proactively identifying risks and reporting mitigation status to leadership
Collaborate with Customer Success leadership and teams to build, execute, and refine the Customer Success roadmap