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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 for EMEA, you will drive business outcomes for enterprise customers undergoing AI transformation.
This role differs from traditional SaaS CSM positions. Rather than focusing solely on adoption and relationship management, you will reverse-engineer existing customer use cases and "agentify" them—transforming business processes by placing AI capabilities strategically so humans and AI agents work together effectively. You'll build alongside customers' teams until workflows run smoothly.
Key responsibilities include:
- Inventory and agentify existing use cases, identifying where AI capabilities should be deployed
- Map customer workflows and decision-making processes, creating sequenced transformation plans with executives and process owners
- Conduct working sessions where customer teams build workflows with your guidance until they function properly
- Route engagements based on account maturity and readiness assessments
- Partner with services teams to source and deliver scoped engagements, maintaining connection through delivery
- Forecast AI credit burn against entitlement at business-unit level and diagnose shortfalls
- Own governance aspects including permissioning, data boundaries, agent oversight, and production approvals
- Lead change management with executive sponsors, tying workflows to measurable outcomes
- Prepare renewals by evidencing delivered outcomes on a T-120/90/60/30 cadence and surface risk/expansion signals early
Success is measured by retention of paid components (seats, AI credits, services), AI consumption growth across use cases, and commercial growth from new AI capability adoption.
Requirements:
- 3+ years of professional experience
- Experience in customer success, consulting, solutions, or similar customer-facing role in SaaS, ideally with enterprise accounts
- Ability to diagnose how business processes actually run and redesign them with AI and humans working together
- Hands-on experience building workflows, automations, or AI agents; comfort building alongside customers rather than only advising
- Credibility with multiple business owners and executives, not only IT or platform owners
- Strong commercial and analytical skills: tying usage to business outcomes, forecasting consumption against entitlement, making renewal cases with evidence
- Working knowledge of applied AI governance topics such as permissioning, data boundaries, platform automation, LLMs, and agent oversight
- Clear communication and ability to lead change with sponsors across customer organizations
- Background in high-pace operations, government, or large enterprise customer experience is advantageous
