Scale Customer Success Manager

Description

The Customer Success Team is the trusted advisor for building relationships, driving product adoption, empowering teams to fulfill their goals and deliver value through our services.

The Scale CSM is an exciting role at monday.com. Scale CSM’s work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of monday.com. 

Our team is growing and we are looking for a CSM to join our team in our Sydney office, support our customers, retain them, and help them grow by leading initiatives and collaborating with different stakeholders.

Part coach, project manager, strategic consultant, and product expert, our Scale Customer Success Managers are continually focused on helping our customers improve their team collaboration and communication and be successful with monday.com.

About The Role

• Follow the Scale practices and strategy for each customer based on data analysis and the customer's needs
• Identify, design, and being able to achieve the customer's goals in a short-term relationship
• Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio
• 1:1 engagement with targeted customers at key points in the customer journey to ensure the adoption of monday.com and unlock growth opportunities
• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours
• Be a role model, sharing client success methodology with members of your immediate team as well as cross-department.
• Represent the voice of the customer and influence the product development roadmap.
• Partner with Consulting and Product teams to ensure the customers' retention and maximize the account potential and experience

Requirements

• 2+ years of B2B customer success, account management, or consulting experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (+100) 
• Experience working in business organizations and managing cross-functional stakeholders
• High-level English – must
• Strong organizational and time-management skills
• High prioritization skills and process orientation
• Context switching - manage different (multiple) accounts at different stages in the life cycle 
• Ability to embrace the mindset of continuous improvement and actively contribute to the CS processes and practices
• Superb written and verbal communication skills
• Ability to take initiative and adapt
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• BA or BS degree
• Please note that this is a hybrid position of 3 days/week in our Sydney office.

About The Team (Internal)

The Customer Success Team is the trusted advisor for building relationships, driving product adoption, empowering teams to fulfill their goals and deliver value through our services.

The Scale CSM is an exciting role at monday.com. Scale CSM’s work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of monday.com. 

Our team is growing and we are looking for a CSM to join our team in our Sydney office, support our customers, retain them, and help them grow by leading initiatives and collaborating with different stakeholders.

Part coach, project manager, strategic consultant, and product expert, our Scale Customer Success Managers are continually focused on helping our customers improve their team collaboration and communication and be successful with monday.com.

• Follow the Scale practices and strategy for each customer based on data analysis and the customer's needs
• Identify, design, and being able to achieve the customer's goals in a short-term relationship
• Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio
• 1:1 engagement with targeted customers at key points in the customer journey to ensure the adoption of monday.com and unlock growth opportunities
• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours
• Be a role model, sharing client success methodology with members of your immediate team as well as cross-department.
• Represent the voice of the customer and influence the product development roadmap.
• Partner with Consulting and Product teams to ensure the customers' retention and maximize the account potential and experience

Internal requirements

• 2+ years of B2B customer success, account management, or consulting experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (+100) 
• Experience working in business organizations and managing cross-functional stakeholders
• High-level English – must
• Strong organizational and time-management skills
• High prioritization skills and process orientation
• Context switching - manage different (multiple) accounts at different stages in the life cycle 
• Ability to embrace the mindset of continuous improvement and actively contribute to the CS processes and practices
• Superb written and verbal communication skills
• Ability to take initiative and adapt
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• BA or BS degree