Senior Customer Success Manager

Our ANZ team is growing and we are looking for an experienced Customer Success Manager to join us!

As an CSM, you will manage a portfolio of customers in ANZ region, helping them implement, roll out, and achieve ROI from the monday.com product suite.

You will be responsible for learning the customers' pain points, helping them plan how monday.com can help them, building the workflows and dashboards, and rolling out business critical, enterprise grade solutions.

The ideal candidate for this role will possess a profound comprehension of how project management processes are planned and executed within enterprise environments and the ability to build and configure our product to solve real-world business problems. 

In addition to their product proficiency, the successful candidate will have exceptional relationship skills, adept at fostering strong, lasting relationships with customer teams. They will serve as a trusted partner, engaging directly with users to identify their challenges, build tailored solutions, and drive the adoption of our platform to achieve their business goals.

Furthermore, the candidate will be committed to data-driven decision-making and the use of various AI tools to collect, analyse, and interpret data on platform usage and adoption. 

As part of this role, the candidate will need to work closely with our approved partners to drive success and retention. 

We are seeking a highly experienced CSM to partner with our most valuable customers, driving retention and leveraging the full potential of monday.com within their complex tech ecosystems. In this role, you will be expected to:

• Consult customers on how to best implement and operationalise monday.com's AI features and capabilities to drive measurable business outcomes and productivity gains.
• Provide guidance on integrating monday.com with the customer's existing tech stack, ensuring seamless data flow and maximum platform value across their ecosystem
• Build strong, strategic relationships with clients to deeply understand their needs and ensure their success with monday.com.
• Serve as the main point of contact and liaison between clients and the rest of the monday.com team, advocating for their needs.
• Empower customers to connect their strategic goals and challenges with scalable solutions in monday.com.
• Take ownership of new accounts and manage their strategic onboarding.
• Lead high-impact online webinars, consultations, and one-on-one demos to educate senior stakeholders on advanced product features.
• Navigate complex client organisations to uncover additional product applications and high-value partnership opportunities.
• Spearhead internal cross-functional improvement projects, representing the voice of the customer and actively influencing the product development roadmap.
• Partner closely with Consulting, Services and Product teams on strategic upsell, cross-sell, and expansion opportunities.