Description
monday.com is looking for an experienced and motivated individual to join our team as a Customer Success Operations Manager! In this role, this person will be responsible for optimizing the post-sale customer journey to drive adoption and retention within the Customer Success department.
About The Role
- Day-to-day includes supporting the field (ad hoc requests, report builds, etc), identifying process inefficiencies and helping define solutions, collaborating with cross-functionals and helping deliver on projects.
- Develop and implement strategies to enhance customer adoption and retention.
- Collaborate with cross-functional teams to improve processes and efficiency within the Customer Success department.
- Analyze customer data and feedback to identify areas for improvement and drive actionable insights.
- Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not.
- Detect early signals of at-risk renewals/customers, design playbooks for CSMs to address them, and provide a path to escalation.
- Implement and manage new tools to improve the day-to-day work of CSMs.
- Manage the day-to-day operations of the Customer Success department (e.g., allocating book of business for CSMs, sending CSAT surveys, etc)
Requirements
- 3+ years of experience in a post-sales operations function
- Project management experience
- Working at a similar size organization
- Cross-functional experience and stakeholder management
- Technical experience (SFDC, Looker/Tableau is ideal)
- Communication & Collaboration
- Analytical & Strategic Thinking
- Ownership & Impact
- Technical Proficiency
- CS Proficiency is ideal, but not mandatory
Please note that this role is on a hybrid model 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: $110,000 - $145,000 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.
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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!
