Customer Success Manager

The position of a Customer Success Manager for the LATAM region encompasses the vital responsibility of overseeing a portfolio of customers in the LATAM region, ensuring their success and brining them to the point of a successful renewal, alongside CSMs from partners who are working with these accounts.

The ideal candidate will have a strong understanding of how management processes are conceptualized and executed. They will demonstrate strategic acumen coupled with a proven track record of planning and executing plans with precision, drawing upon their knowledge of project and program management methodologies.

The successful candidate will hold exceptional relationships building skills and will serve as trusted advisors, engaging in consultative dialogue to identify challenges, craft tailored solutions, and facilitate the attainment of customer objectives, leveraging their background in digital transformation to introduce innovative strategies.

Furthermore, the candidate will demonstrate a commitment to data-driven decision-making, utilizing their analytical prowess to collect, discern, and interpret data. By incorporating data-driven insights into their project and program management strategies, they will optimize customer support initiatives, ensuring the delivery of unparalleled value and facilitating the achievement of optimal outcomes for both customers and the organization at large.

About The Role:

• Develop and execute strategic customer success plans aligned with clients' key business objectives.
• Establish trusted advisor relationships with C-suite and executive leaders to ensure customer success and maximize platform value throughout the customer lifecycle.
• Lead executive business reviews (e.g., EBRs) to track progress, assess outcomes, and refine strategic roadmaps that align with customer goals.
• Lead data-driven conversations to identify opportunities for growth and optimize client outcomes.
• Collaborate with cross-functional teams to address customer challenges, ensuring prompt resolution and ongoing value delivery with a strong focus on the ability to collaborate with monday.com partners.
• Anticipate churn risks and proactively implement mitigation strategies, ensuring long-term retention and growth.
• Drive adoption strategies targeting high-value accounts, including change management and expansion initiatives to unlock further customer potential.
• Build and execute account plans, together with monday.com partners, that ensure long-term growth, identify opportunities for innovation, and tailor solutions to meet complex enterprise needs.
• Act as the Voice of the Customer, providing insights to internal teams for continuous improvement of product features, go-to-market strategies, and customer success approaches.

Requirements

• 2+ years of experience in a SaaS company as a Customer Success Manager / Account Manager
• Fluency in Spanish and English
• A background in Project Management / Program management / Portfolio management / Digital transformation - Advantage!
• Creative, high energy, entrepreneurial self-starter comfortable running initiatives independently within a very high-paced environment
• Improve complex issues through analysis and resolution
• Strong quantitative data analysis skills with proven business insight and judgment
• Experience in building relationships with senior business & platform stakeholders.
• Experience helping customers deploy and see the value of the products they have purchased.
• Excellent communication and interpersonal skills
• Ability to consult with customers to help them solve problems and achieve their business goals with monday.com
• Ability to think strategically and execute plans effectively while building long-term relationships with customers
• Succeed in working collaboratively with squads, internal account team, and extended customer’s teams
• Experience working in a global team, for an international company
• Excellent written and verbal communication skills.

Please note that this is a hybrid position of 3 days/week in our NYC office

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: $95,000 - $125,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes the 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.