Senior Team Manager, Customer Success

Description

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.

Please note this is a hybrid role in our NYC office.

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.

What you'll do:

• 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

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
• Prior sales experience is a plus

What monday.com can offer you:

• Opportunity to join an innovative, proven company with big ambitions, competitive salary and benefits, bonus potential, and some roles are eligible to take part in the company equity incentive program
• A team that values transparency and collaboration while having fun while we work
• 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, Sao Paulo, Tokyo, and more

Visa sponsorship for this role is currently not available.

monday.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.

For New York City-based hires only: Compensation Range: $166,000 - $210,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company's plans and in accordance with Company's policies. Compensation finally awarded to the candidate will be commensurate with the candidate's skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations

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