Customer Success Manager, Mid-Market

About monday.com

monday.com is a global software company dedicated to transforming how businesses operate. Our versatile product suite empowers approximately 245,000 customers worldwide across diverse industries, helping them reimagine work, enhance efficiency, and achieve unprecedented scalability.

With a team of over 2,500 employees globally, we foster growth through transparency and knowledge sharing. We value impact over hours, encouraging initiative, ownership, and innovative thinking. Our commitment to our people includes flexible work arrangements, comprehensive wellness and mental health support, and a collaborative work environment.

The Customer Success Team

The Customer Success Team serves as a trusted advisor, building strong relationships, driving product adoption, and enabling teams to achieve their objectives. As experts in the monday.com platform, we offer unparalleled consultation and inspiration to our customers. We are an energetic, empathetic, and passionate team that thrives on collaboration, embracing new challenges, and "failing forward" together in our dynamic environment.

Please note: This is a hybrid role based in our New York City office.

About The Customer Success Manager, Mid-Market Role

• Build strong relationships with our clients to understand their needs and ensure their success with monday.com.
• Serve as the main point of contact and liaison between clients and the rest of the monday.com team.
• Empower customers to connect their goals and challenges with the solution in monday.com.
• Take ownership of new accounts and manage their onboarding process.
• Leverage behavioral data to segment your book of business and develop communication strategies for maximum impact at scale.
• Lead online webinars, consultations, and one-on-one demos to educate customers on product features.
• Maintain consistent communication with clients to ensure they fully utilize monday.com's potential.
• Develop, own, and execute client success and engagement plans.
• Navigate client organizations to uncover additional product applications and partnership opportunities.
• Spearhead internal cross-functional improvement projects.
• Represent the voice of the customer and influence the product development roadmap.
• Partner with Consulting and Product teams on upsell, cross-sell, and expansion opportunities.

Requirements

• 3+ years of B2B SaaS customer success, account management, or consulting experience working with accounts of various sizes.
• Superb written and verbal communication skills.
• Positive attitude, empathy, and high energy.
• Ability to take initiative and adapt quickly.
• Prior experience in strategy consulting - an advantage.
• Strong customer-facing and presentation skills, with the ability to establish credibility with executives.
• Some travel included for customer visitation.
• BA or BS degree.

Key skills/competency

• Customer Success Management
• Client Relationship Management
• Product Adoption
• SaaS Experience
• Onboarding
• Communication Strategy
• Webinars & Demos
• Cross-functional Collaboration
• Account Management
• Strategic Consulting