Customer Success Team Lead, Mid Market

Description

Our Customer Success team is growing rapidly, and we are looking for a Team Lead to expand and manage a group of Mid-market HT CSMs! This individual will help drive Monday.com's success and customer retention.

The Team Lead of MM HT CS will be responsible for setting the vision, creating processes and best practices, and maintaining deep relationships with cross-functional partners, all to ensure the successful retention and growth of our MM Customers.

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

About The Role

In this role, you’ll be leading a team of Customer Success Managers who own our MM segment. You will be responsible for growing and developing the team by providing expert-level CS knowledge, coaching, training, and creating overall process improvement.

• You will drive the day-to-day execution to exceed the business retention and growth targets of monday.com.
• Create and identify strategies to proactively address risks and opportunities related to adoption, engagement, and, most importantly, retention.
• Collaborate on account plans and reviews with Account Managers, Managing Directors, and Customer Success Managers to identify opportunities to increase customer value
• Participate and lead key items on our weekly, monthly, and quarterly business reviews with cross-functional partners in the business to highlight risks, opportunities, and progress around key initiatives on our Customer Success roadmap
• Own the retention forecast of our Strategic customers, reporting risks and their mitigation status weekly.
• Collaborate with Customer Success leadership and teams to build, execute, and refine the Customer Success roadmap

Requirements

• 5+ years of experience in CSM roles (2+ as a Senior CSM / Principal)
• Must have experience in working with MM HT customers, managing executive relationships, along with end-user relationships
• Experience in working with CS tools, along with rolling these tools out to teams
• Ability to prioritize and multitask while maintaining urgency, thoughtfulness, and poise under pressure while keeping an eye on the KPIs and success metrics for customers and our business
• Analytical Skills: High-level data analysis, synthesis, and reporting capabilities.
• Experience carrying a retention or growth target
• Some travel included for customer visitation
• Past sales experience is a plus

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: $135,000 - $185,000 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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About The Team (Internal)

In this role, you’ll be leading a team of Customer Success Managers who own our MM segment. You will be responsible for growing and developing the team by providing expert-level CS knowledge, coaching, training, and creating overall process improvement.

• You will drive the day-to-day execution to exceed the business retention and growth targets of monday.com.
• Create and identify strategies to proactively address risks and opportunities related to adoption, engagement, and, most importantly, retention.
• Collaborate on account plans and reviews with Account Managers, Managing Directors, and Customer Success Managers to identify opportunities to increase customer value
• Participate and lead key items on our weekly, monthly, and quarterly business reviews with cross-functional partners in the business to highlight risks, opportunities, and progress around key initiatives on our Customer Success roadmap
• Own the retention forecast of our Strategic customers, reporting risks and their mitigation status weekly.
• Collaborate with Customer Success leadership and teams to build, execute, and refine the Customer Success roadmap

Internal requirements

• 5+ years of experience in CSM roles (2+ as a Senior CSM / Principal)
• Must have experience in working with MM HT customers, managing executive relationships, along with end-user relationships
• Experience in working with CS tools, along with rolling these tools out to teams
• Ability to prioritize and multitask while maintaining urgency, thoughtfulness, and poise under pressure while keeping an eye on the KPIs and success metrics for customers and our business
• Analytical Skills: High-level data analysis, synthesis, and reporting capabilities.
• Experience carrying a retention or growth target
• Past sales experience is a plus

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: $135,000 - $185,000 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