Customer Success Manager

Responsibilities

• Manage a portfolio of customers in the ANZ region.
• Help customers implement, roll out, and achieve ROI from the monday.com product suite.
• Learn customer pain points and help plan how monday.com can assist them.
• Build workflows and dashboards for business-critical, enterprise-grade solutions.
• Serve as a trusted partner, engaging directly with users to identify challenges, build tailored solutions, and drive platform adoption.
• Commit to data-driven decision-making and using AI tools to collect, analyze, and interpret data on platform usage and adoption.
• Work closely with approved partners to drive success and retention.
• Be a product expert, helping customers build and optimize their workflows.
• Focus on the practical application of the platform to directly improve how customers work daily.
• Master the technical aspects of the platform to solve complex business cases for enterprise customers.
• Define customer setups with monday.com and ensure clear end-user training plans for workflows.
• Drive hands-on implementation by setting up and deploying new use cases that solve business challenges.
• Optimize customer workflows to increase efficiency and drive adoption.
• Clearly articulate the value of new and existing use cases, connecting benefits to customer business goals.
• Ensure retention and renewals by proactively managing the portfolio for long-term customer satisfaction.
• Act as the Voice of the Customer by collecting and sharing feedback with product and engineering teams.
• Proactively address risks by ensuring customers consistently derive value and monitoring data sources.
• Leverage AI to maximize efficiency in CSM work and for customer business processes.

Requirements

• 3+ years of experience as a Customer Success Manager or a similar role at a SaaS company.
• Proven experience in a hands-on customer success role.
• Strong analytical skills with the ability to diagnose issues, interpret data, and provide 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.
• Exceptional communication and interpersonal skills, with a talent for building strong relationships with a variety of stakeholders.
• Experience helping customers deploy and see the value of the products they have purchased.
• A passion for technology and AI and a proven ability to quickly learn and master new products.

Preferred Qualifications (Nice to Have)

• Profound comprehension of how project management processes are planned and executed within enterprise environments.
• Ability to build and configure the product to solve real-world business problems.

About the Company

• 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.

Location

• ANZ region (On-site)

Category

Customer Service