Customer Success Manager
monday.com.com
Office
London, London, GB
Full Time
Description
Our London team is growing, and we are looking for an experienced Customer Success Manager to join us!
As a CSM, you will manage a portfolio of customers in the UK&I region, helping them implement, roll out, and achieve ROI from the monday.com product suite.
You will be responsible for learning the customers' pain points, helping them plan how monday.com can help them, building the workflows and dashboards, and rolling out business-critical, enterprise-grade solutions.
Please note, this role requires attending our London office 3 days a week*
About The Role
As a CSM, you will be a product master, helping our customers build and optimise their workflows. You'll focus on the practical application of our platform, directly improving how our customers work every day. This role requires a strong technical orientation, as you will be responsible for the hands-on setup of complex processes. You'll have a strong impact on our customers' success by:
- Being a product expert: Master the technical aspects of our platform to help enterprise customers solve complex business cases by defining their unique setup with monday.com and ensuring there is a clear end-user training plan for those workflows.
- Driving hands-on implementation: Work directly with customers to build, test, and deploy new use cases. You will be responsible for the practical execution and setup of the platform to solve their business challenges.
- Optimising customer workflows: Use a technical lens to help customers improve their existing processes on the platform, identifying where advanced automations and integrations can increase efficiency and drive adoption.
- Demonstrating value: Clearly articulate the value of new and existing use cases, connecting their technical benefits directly to the customer's business goals.
- Ensuring retention and renewals: Proactively manage your portfolio to ensure long-term customer satisfaction and successful renewals.
- Acting as the Voice of the Customer: Collect and share detailed technical feedback with our product and engineering teams to help inform future product development.
- Proactively addressing risks: Identify and mitigate potential churn risks by ensuring customers are consistently deriving value from the platform and monitoring many data sources.
- Leveraging AI to maximise efficiency in the CSMs' work and for our customers' business processes.
Requirements
- 3+ years of experience as a Customer Success Manager, Implementation Manager, Delivery Manager or a similar role at a SaaS company.
- Strong technical orientation: You have a passion for technology and a proven ability to quickly learn and master the "under-the-hood" mechanics of new products.
- Proven experience in a hands-on role, with a track record of successfully implementing and configuring software solutions for clients.
- Strong analytical skills with the ability to diagnose technical issues, interpret data, and provide practical solutions.
- A creative, self-starter mentality with the ability to manage initiatives independently in a fast-paced environment.
- Strong understanding of how Enterprise businesses operate and how they integrate various software tools.
- Exceptional communication and interpersonal skills, with a talent for explaining technical workflows and building strong relationships with a variety of stakeholders.
- Experience helping customers deploy and see the value of the products they have purchased.
- Experience with building and executing account plans to drive adoption and ensure long-term customer success.
- Experience working in a global team for an international company.
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.