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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 be a product master and trusted technical advisor helping enterprise customers build, optimize, and scale their workflows on monday.com, with a focus on AI capabilities adoption and operationalization.
Key Responsibilities:
Product & AI Expertise: Master the technical aspects of the platform including AI features, agents, and automations to help enterprise customers solve complex business cases. Operate AI-first by using AI tools to maximize your own efficiency—prepare for customer conversations using AI-generated research, automate routine tasks, and model AI-first working practices you help customers adopt.
Technical Implementation & Governance: Drive hands-on implementation by working 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 and demonstrating ROI. Help customers improve existing processes on the platform by identifying where AI automations and agents can increase efficiency. Conduct platform audits, share best practices, and document success criteria.
Strategic Engagement: Engage in strategic c-suite level conversations as a trusted technical advisor, helping customers prioritize and unblock technical challenges. Act as the Voice of the Customer by collecting and sharing feedback on AI feature adoption with product and engineering teams.
Retention, Growth & Risk Management: Proactively manage your portfolio to ensure long-term customer satisfaction, successful renewals, and ARR growth. Identify and mitigate potential churn risks by ensuring customers consistently derive value from the platform and monitoring data signals.
This is a hybrid position requiring three days per week in the London 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 deeper adoption
- Experience engaging in strategic technical conversations with senior stakeholders (c-suite level), acting 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 a fast-paced environment
- Strong understanding of how enterprise businesses operate and how they 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 a global team for an international company
