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Monday.com is an AI work platform used by 250,000+ customers to bring people, workflows, and AI agents together on one flexible platform. As a Customer Success Manager, you will serve as a product master and trusted technical advisor, helping enterprise customers build, optimize, and scale their workflows on the platform.
Key Responsibilities:
Product & AI Expertise: Master the technical aspects of monday.com's platform, including AI features, agents, and automations. Help enterprise customers solve complex business cases and define unique setups. Personally use AI tools to maximize your own efficiency and model AI-first working practices for customers.
Technical Implementation & Governance: Drive hands-on implementation work directly with customers to set up and deploy new use cases, including AI-powered workflows. Lead architecture reviews to ensure scale, performance, and alignment with customer goals. Lead governance initiatives around AI and workflow orchestration.
Value & Workflow Optimization: Clearly articulate the value of new and existing use cases, connecting benefits to customer business goals. Help customers see ROI of AI capabilities at every organizational level. Conduct platform audits, share best practices, and identify where AI automations can increase efficiency and drive adoption.
Strategic Engagement: Engage in strategic c-suite level conversations as a trusted technical advisor. Act as the Voice of the Customer, collecting and sharing feedback on AI feature adoption and gaps with product and engineering teams.
Retention, Growth & Risk Management: Proactively manage your customer portfolio to ensure long-term satisfaction, successful renewals, and ARR growth. Identify and mitigate churn risks by monitoring data signals and ensuring consistent value delivery.
This is a hybrid role requiring three days per week in the Paris office.
Requirements:
- 5+ years of experience as a Customer Success Manager, Technical Customer Success, or similar client-facing, hands-on role at a SaaS company
- Proven track record of implementing and configuring software solutions for clients, including hands-on platform deployment and architecture
- Passion for technology and AI, with ability to quickly learn and master new products; hands-on experience with AI tools in day-to-day work
- Demonstrated ability to lead technical governance initiatives and platform audits, sharing best practices to drive performance, resiliency, and adoption
- Experience engaging in strategic technical conversations with senior stakeholders (c-suite level) as a trusted advisor bridging business and technical outcomes
- Strong analytical skills with ability to diagnose issues, interpret data, and provide practical solutions
- Creative, self-starter mentality with ability to manage initiatives independently in fast-paced environment
- Strong understanding of how enterprise businesses operate and integrate software tools
- Exceptional communication and interpersonal skills with talent for building strong relationships across internal and external stakeholders
- Experience building and executing account plans to drive adoption and ensure long-term customer success
- Experience working in global teams for international companies
