Director of Customer Success, Mid Market

Location: New York City

monday.com | $170,000-$230,000

Steph's Notes:

The ideal candidate will value transparency and diversity, be driven to overachieve, be constantly curious, and have a passion for collaborating with, developing, and helping others.

Ehhhhh. Look. Most people want to do the very best they can, and yes, overachieve. But I am immediately suspicious of any company that wants to codify an employee doing more than what they're being paid for.

Positive attitude, empathetic, and high energy

A two-for-one towards bingo entries! How not fun, that casual ableism.

monday.com is proud to be an equal opportunity employer.

It's just that low-energy individuals need not apply! LOL K.

Original Job Description: Director of Customer Success, Mid Market

About The Role

monday.com is looking for an experienced Customer-Success leader to oversee our large & growing MM High-Touch CS team, consisting of multiple teams. The Regional Director of CS - MM, will oversee the adoption, retention and satisfaction of all of our "High Touch" customers in the Mid-Market segment. Overseeing up to 5 teams of CSMs, the Regional Director of CS will need to coach and develop our MM CS managers.

This individual will be responsible for growing and developing our CS leaders by providing expert level CS knowledge and coaching, while also pushing for process improvement, aligning the GTM and customer journey (Account-Management, Renewal, & Partner orgs), and strategically leading the team to exceed critical business objectives and performance targets.

The ideal candidate will value transparency and diversity, be driven to overachieve, be constantly curious, and have a passion for collaborating with, developing, and helping others.

• Partner with all members of the leadership team, including cross-functional groups (New Business, AM, Renewal, Partnership, Biz Dev, Marketing, Product, Legal, Security, etc), to ensure all phases of customer life-cycle are aligned with complementary actions and accountability.
• Collaborate globally with CS & sales leadership surrounding GTM strategy to optimize customer ROI.
• Hire, integrate, enable, develop, and retain CSMs and CS leadership talent while supporting their success and fostering a results-driven culture of collaboration, accountability, and transparency.
• Accurately forecast and track leading indicators to ensure consistent and predictable monthly/quarterly results that align with the company objectives and revenue goals.
• Analyze data and dynamics to maximize existing successes and develop new growth opportunities for further scale.
• Accountable for key metrics and results, including new initiatives and all areas that require joint alignment surrounding the customer journey
• Effectively develop, design, build, and execute all aspects of the US CS business plan (with global consideration/collaboration) to predictably and consistently generate short-term results while holding a long-term perspective.
• Maintain market intelligence and develop strategies to maintain monday.com’s leadership position Represent Sr. Leadership - This position reports to the VP of CS, with close collaboration with Programs, Ops, HR, Partnerships/Alliances, Product, and Delivery.

Your Experience & Skills

• 2+ years of managing multiple teams
• B2B SaaS experience Strategically working with MM or Enterprise level accounts Experience owning retention metrics
• Crafting tailored customer journeys Superb written and verbal communication skills
• Positive attitude, empathetic, and high energy
• Ability to take initiative and adapt
• Prior experience in strategy consulting - advantage
• Strong customer-facing and presentation skills with the ability to establish credibility with internal and external stakeholders
• BA or BS degree

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-based hires only: Compensation Range: $170,000 - $230,000 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 RSUs 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 Colorado may differ based on the cost of labor and such additional factors for such other locations.