Director, Customer Success

At monday.com, our mission is to help teams work collaboratively, efficiently, and with joy. We’re building a platform that powers the workflows of some of the world’s most innovative companies and we believe that how we support our customers is just as important as the product we deliver.

We’re looking for anCustomer Success Director to lead a team of passionate, high-performing CSMs focused on our largest, most strategic accounts. In this role, you’ll have the opportunity to shape not just customer outcomes but also product influence, internal processes, and the next phase of our global growth.

If you’re driven by impact, value ownership, and thrive in a culture that combines autonomy with deep collaboration, this role was made for you.

Lead with Purpose

• Own the success, adoption, and retention of our Enterprise and Mid-Market customer base across North America. Partner closely with Account Management leadership on shared growth goals.
• Develop strategic frameworks to ensure long-term customer health and measurable business impact.
• Foster a customer-first mindset across all touch points, defining clear criteria for customer value delivery

Empower High-Performing Teams

• Manage, coach, and inspire a group of experienced CSMs.
• Create growth paths, career development plans, and a feedback-driven culture.
• Set clear performance goals and support your team in hitting them together.

Drive Strategic Impact

• Partner with Product, Sales, and Services teams to bring customer feedback into product development and go-to-market motions.
• Influence how we evolve our Enterprise and Mid-Market playbook and scale our Customer Success model.
• Lead executive business reviews, guiding customers toward deeper adoption and long-term partnership.

Build Systems for Scale

• Define and refine lifecycle touch points, value frameworks, and customer health metrics.
• Use data to proactively identify risks and opportunities, then act on them.
• Collaborate cross-functionally to improve tools, processes, and the way we tell the customer story internally.

• 7+ years of experience in Customer Success or Account Management, with a strong track record of working with Mid-Market to Enterprise-level B2B SaaS clients.
• 3+ years of experience in 2nd line+ management (managing mangers)
• Deep understanding of the customer lifecycle and success methodologies (e.g., QBRs, adoption frameworks, change management, risk mitigation, etc.).
• Strong communicator and relationship builder.
• Strategic mindset with a passion for using data to inform decisions and demonstrate impact.
• Experience working closely with cross-functional partners like Sales, Product, and Support.
• You thrive in a fast-paced, high-growth environment and take full ownership of your domain.

Why monday.com?

At monday.com, we don’t just talk about ownership, we live it. Everyone here is empowered to take initiative, drive outcomes, and help shape our culture as we scale. You’ll work alongside some of the smartest, kindest, and most driven people in the Saas space, all aligned around delivering real value to our customers.

For New York City-based hires only: Compensation Range: $225,000 - $285,000 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