Customer Success Team Lead, Mid Market

Posted 8 Days Ago
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New York, NY
Hybrid
135K-185K Annually
Senior level
Productivity • Software
The Work OS that gives everyone the power to build and improve the way their organization runs.
The Role
The Customer Success Team Lead will manage and grow a team of Mid-Market Customer Success Managers. Responsibilities include driving customer retention and growth, establishing best practices, collaborating with cross-functional teams, and leading strategic account reviews.
Summary Generated by Built In

Our Customer Success team is growing rapidly, and we are looking for a Team Lead to expand and manage a group of Mid-market HT CSMs! This individual will help drive Monday.com's success and customer retention.

The Team Lead of MM HT CS will be responsible for setting the vision, creating processes and best practices, and maintaining deep relationships with cross-functional partners, all to ensure the successful retention and growth of our MM Customers.

Please note this is a hybrid role in our NYC office.


About The Role:

In this role, you’ll be leading a team of Customer Success Managers who own our MM 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 related to adoption, engagement, and, most importantly, retention.
  • Collaborate on account plans and 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 risks, 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 Customer Success leadership and teams to build, execute, and refine the Customer Success roadmap

Requirements

  • 5+ years of experience in CSM roles (2+ as a Senior CSM / Principal)
  • Must have experience in working with MM HT customers, managing executive relationships, along with end-user relationships
  • Experience in working with CS tools, along with rolling these tools out to teams
  • 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
  • Analytical Skills: High-level data analysis, synthesis, and reporting capabilities.
  • Experience carrying a retention or growth target
  • Some travel included for customer visitation
  • Past sales experience is a plus

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 City-based hires only: Compensation Range: $135,000 - $185,000 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 equity 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 New York City may differ based on the cost of labor and such additional factors for such other locations

What the Team is Saying

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The Company
New York, NY
2,100 Employees
Hybrid Workplace
Year Founded: 2012

What We Do

monday.com is a work operating system that transforms the way teams work together. We’ve created a solution that connects people to workplace processes promoting a culture of transparency & empowerment. We're obsessed with building an excellent product. Our goal is to create a work operating system that people will love to use—one that’s fast, beautiful & responsive.

Why Work With Us

At monday.com we believe in transparency, accountability, and impact. Together, those values have lent themselves to create a strong culture of professional and creative autonomy where every team member is encouraged to share ideas and help bring them to life!

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monday.com Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

monday.com embraces a flexible work environment with our hybrid model!

Typical time on-site: 3 days a week
New York, NY

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