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 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.

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

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.

What you'll do:

• 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

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
• 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: $158,000 - $196,000 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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