Customer Success Manager

monday.com is the AI work platform powering the most ambitious teams. 250,000+ customers across departments use us to bring people, workflows, and AI agents together on one flexible platform where AI doesn't just assist, it executes. We move fast, build things that matter, and foster an ownership-driven culture where you're empowered to shape how organizations work and outpace their competition.

About The Role

As a CSM at monday.com, you will be a product master and trusted technical advisor, helping our customers build, optimise and scale their workflows. You’ll focus on the practical application of our platform, directly improving how customers work every day, including how they adopt and operationalise monday.com ’s growing suite of AI capabilities.

Please note that this is a hybrid position with three days/week in our London office.

You’ll have a strong impact on our customers’ success by:

Product & AI Expertise

• Being a product and AI expert - master the technical aspects of our platform, including AI features, agents, and automations, to help enterprise customers solve complex business cases and define their unique setup with monday.com.

• Operating AI-first - personally use AI tools to maximise your own efficiency every day: prepare for customer conversations using AI-generated research and account insights, automate routine tasks, and model the same AI-first working practices you help customers adopt.

Technical Implementation & Governance

• Driving technical hands-on implementation - work directly with customers to set up and deploy new use cases, including AI-powered workflows, that solve real business challenges. You discover, plan and build things, not just recommend them.

• Leading AI & Workflow Enablement - lead architecture reviews to ensure scale, performance, and alignment with customer goals, and lead governance initiatives around AI and workflow orchestration.

Value & Workflow Optimisation

• Demonstrating value - clearly articulate the value of new and existing use cases, connecting their benefits directly to the customer’s business goals. Help customers see the ROI of monday.com ’s AI capabilities in terms that resonate at every level of their organisation.

• Optimising customer workflows - help customers improve their existing processes on the platform, identifying where AI automations and agents can increase efficiency, reduce manual work, drive deeper adoption and grow value. Conduct platform audits, share best practices, and document success criteria to drive performance, resiliency, and alignment to business outcomes.

Strategic Engagement

• Acting as a trusted technical advisor - engage in strategic c-suite level conversations, helping customers prioritise and unblock technical challenges throughout their lifecycle with monday.com.

• Acting as the Voice of the Customer - collect and share customer feedback, including on AI feature adoption and gaps, with our product and engineering teams to help inform future development.

Retention, Growth & Risk Management

• Ensuring retention and growth across your book - proactively manage your portfolio to ensure long-term customer satisfaction, successful renewals and ARR growth. Building the kind of operational dependency that makes renewal conversations straightforward.

• Proactively addressing risks - identify and mitigate potential churn risks by ensuring customers are consistently deriving value from the platform and monitoring data signals across your portfolio.

Your Experience & Skills

• 5+ years of experience as a Customer Success Manager, Technical Customer Success or similar client-facing, hands-on role at a SaaS company.

• Proven track record of implementing and configuring software solutions for clients, including hands-on platform deployment and architecture.

• A passion for technology and AI, with the ability to quickly learn and master new products, including hands-on experience with AI tools in your day-to-day work.

• Demonstrated ability to lead technical governance initiatives and platform audits, sharing best practices to drive performance, resiliency, and deeper adoption.

• Experience engaging in strategic technical conversations with senior stakeholders (c-suite level), acting as a trusted advisor who can bridge business and technical outcomes.

• Strong analytical skills with the ability to diagnose 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 software tools.

• Exceptional communication and interpersonal skills, with a talent for building strong relationships across a variety of internal and external stakeholders.

• Experience building and executing account plans to drive adoption and ensure long-term customer success.

• Experience working in a global team for an international company.