Senior Manager, Strategic Customer Success

Location: New York City

monday.com | $140,000-$190,000

Steph's Notes:

So...this role is a Senior Manager, Strategic Customer Success managing Senior Customer Success Managers collaborating with Account Managers, Managing Directors and Customer Success Managers. Who's on first?

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

Yikes. Just...yikes.

So that's monday.com. Unimpressed Steph is unimpressed.

Original Job Description: Senior Manager, Strategic Customer Success

Our Customer Success team is growing rapidly and we are looking for an experienced Manager to grow and lead a group of Strategic CSMs! This individual will help drive monday.com's success and the overall retention of customers!

The Senior Manager of Strategic Customer Success will be responsible for setting the vision, creating process and best practices, and maintaining deep relationships with cross-functional partners all for the successful retention and growth of our top Strategic Customers. This manager will manage a team of approximately 7 CSMs that are managing our top key accounts.

Please note that this is a hybrid position of 3 days/week in our NYC office

About The Role

In this role, you’ll be leading a team of experienced Senior Customer Success Managers who own our Strategic 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 with adoption, engagement, and most importantly, retention.
• Collaborate on account 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 risk, 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 VP, Customer Success, other leaders on the Customer Success team to mutually build, execute and refine the Customer Success roadmap

Your Experience & Skills

• 5+ years of strong management capacity as a Team Lead or Manager of Senior/Principal CSMs
• Must have experience in working with Fortune 100 customers, managing executive relationships, along with end user relationships
• Experience in working with CS tools, along with rolling these tools out to teams
• Creation and distribution of strategic CS playbook, including the scalable management of thousands of users and how to drive change management in highly complex organizations EBR and Business value mapping conversations
• Organizing strategic customer engagement events BoB with customers whose average spend is over 500k
• Navigating highly complex customer organizations through C-Suite relationships
• 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
• Experience carrying a retention or growth target
• Prior experience being an individual contributor Customer Success Manager or Account Manager
• Passion for building trust, fostering relationships, and communicating effectively with customers
• Past sales experience is a huge plus!

For New York-based hires only: Compensation Range: $140,000 - $190,000 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.