Customer Experience Retention Specialist jobs at Monday in United States, New York

Business Enablement:

• Champion our security value proposition by supporting pre- and post-sale processes with prospects, customers and partners.
• Manage the completion of security questionnaires, legal exhibits and strategic calls within SLAs - balancing accuracy, timeliness and stakeholder expectations.
• Own and maintain security documentation and internal knowledge bases, including whitepapers, FAQs, and other collateral that supports scalable communication of our security posture.
• Equip client-facing teams by leading security onboarding sessions, and delivering ongoing training for Sales, SEs, CSG, and Partners (and other groups as needed).
• Support RFPs and large deal cycles, ensuring security requirements are met with confidence and clarity.
• Represent the Security team in customer-facing meetings - translating technical language of security, R&D and product teams, addressing concerns, providing insights and acting as a trusted expert.
• Support managing third-party risk management, helping evaluate and oversee vendor relationships from the security perspective.

Strategic Project Work:

• Lead initiatives that bring the GRC team’s vision to life - whether it's streamlining internal processes or improving external-facing assets.
• Drive continuous improvement by contributing to our internal policies, standards, and workflows - keeping them aligned with evolving best practices.
• Collaborate with Product teams to address security gaps or concerns in large account opportunities.

• 3+ years of experience in information security within client-facing roles (e.g. tech support, sales engineering or customer success), ideally supporting enterprise customers with complex security expectations within a SaaS environment.
• Expertise with security certifications such SOC 2 and ISO 27001, with a clear understanding of how to apply frameworks to meet business and customer needs.
• Executive-level communication skills - you know how to manage expectations, build trust, and hold productive conversations with senior customer stakeholders.
• Skilled at bridging technical and non-technical teams, aligning everyone around shared security goals. Strong grasp of enterprise security needs, with the ability to translate complex concepts into clear, actionable plans for a variety of audiences.
• Independent and proactive, you can take ownership of your work from start to finish - balancing priorities and managing your time effectively.
• A true team player - humble, empathetic, and committed to helping others succeed.
• Strong analytical and problem-solving abilities, with a keen attention to detail.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Excellent written and verbal communication in English, with a focus on clarity, empathy, and influence.

In this role, you’ll be leading a team of Customer Success Managers. 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 .
• 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

• 5+ years of experience in CSM roles (2+ as a Senior CSM / Principal)
• At least 1 year of experience managing a team of HT CSMs
• Must have experience in working with MM/ENT 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.

Come join our team so, together, we can impact how teams work across the globe!

• The Account Executive position is a quota-carrying role where you will own the full sales cycle for our monday Dev product within a PLG (sales-assisted) motion.
• Lead discovery and monday Dev-focused demos to align on business outcomes, while highlighting possibilities and best practices
• Develop a comprehensive understanding of monday.com’s solution and connect usage directly to customer ROI
• Act as a product owner in an agile environment, developing strategies and coordinating cross-functional support to develop and deliver the #1 Dev product in the market
• Stay up-to-date with industry trends to effectively position monday against alternatives, and continuously enhance our offering for scale

• 3+ years of full-cycle B2B SaaS sales experience
• 2+ years of experience selling a dedicated Agile development SaaS solution
• Full Direct (New Business) sales cycle & Cross-Sale (Expansion) experience required.
• Entrepreneurial mindset and ability to execute. This is the start of a large scale build-out
• Ability to continuously expand product knowledge and stay up-to-date on industry trends to effectively position against competitors
• Demonstrate a strong adherence to process, with a passion for process improvement
• Strong customer-facing and presentation skills with ability to establish credibility with executives
• Experience negotiating and navigating contracts and legal discussions
• Ability to build strong personal relationships, internally and externally
• Excellent written and oral communication skills
• Track record of success being a self-starter, results-oriented, adaptable, and inquisitive
• BA/BS degree preferred; or equivalent relevant work experience

What monday.com can offer you:

• Opportunity to join a well-funded, proven company with big ambitions, competitive salary and benefits package, and bonus potential.
• An amazing company culture that values transparency and collaboration while never forgetting to have fun while we work!
• Monthly stipends for food, wellness, and commuter/remote work
• Fully dedicated learning and development team that provides opportunities for our employees to hone and gain new skills
• Award-winning work environment - named a “Best Place to Work” by BuiltIn as well as “Great Place To Work” certified
• We foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understanding
• A global work environment with employees in Tel Aviv, New York, San Francisco, Miami, Chicago, Denver, London, Kiev, Sydney, São Paulo, and Tokyo

Visa sponsorship for this role is currently not available.

• Expansion Strategy Leadership: Define, own, and execute a comprehensive post-sale marketing strategy laser-focused on customer expansion (upsell and cross-sell) for the region, with a targeted focus on driving decision-maker level relationships within our customer base
• Expansion Program Development: Design and launch targeted, scalable marketing campaigns aimed at the customer base to drive adoption of new features, introduce new products (cross-sell), and encourage upgrades to higher-tier plans (upsell). Utilize email, in-app messaging, webinars, and customer events to achieve these goals
• Team Building & Mentorship: As a team leader, you will be responsible for mentoring and guiding customer marketing efforts, with the remit to hire and develop a team in the upcoming year to support regional growth and scale our impact
• Cross-Functional Commercial Partnership: Serve as a key strategic partner to the NAM and LATAM Sales, Account Management, and Customer Success leadership to proactively identify and build marketing plays to capitalize on expansion opportunities and ensure marketing activities are directly contributing to the expansion sales pipeline
• Data-Driven Revenue Focus: Establish and own the KPIs for customer expansion marketing, with a primary focus on driving pipeline for the expansion sales team, increasing Net Revenue Retention (NRR), and tracking product adoption metrics. Provide regular, data-driven insights to leadership to demonstrate ROI and inform future investments
• Voice of the Customer for Growth: Act as the primary "voice of the customer" for the region. Systematically gather, synthesize, and champion customer feedback to inform product roadmap, service enhancements, and to uncover signals for potential expansion opportunities
• Cultivate Advocates to Support Growth: Identify and nurture key customer champions to support expansion and new business goals through case studies, testimonials, and referrals. While expansion is the primary goal, building a strong advocacy base is a key enabler of long-term success

• 7+ years of experience in customer marketing, demand generation, or revenue marketing, with a clear focus on post-sale programs
• Proven track record of developing and executing marketing programs that measurably drive customer expansion, upsell/cross-sell revenue, and increase Net Revenue Retention (NRR)
• Significant, demonstrable experience focused on the North American B2B SaaS market is required. Experience with or exposure to the LATAM market is a strong plus
• Prior experience in a leadership or mentorship capacity, with a passion for developing talent and building high-performing teams
• Strong analytical skills with demonstrable experience using data to inform strategy, segment customers, and measure ROI; proficiency with CRM (e.g., Salesforce), marketing automation (e.g., HubSpot, Marketo), and BI tools (e.g., Looker, Tableau)
• Deep understanding of the B2B SaaS customer lifecycle and experience creating targeted, multi-channel campaigns for an existing customer base
• Exceptional communication, presentation, and senior stakeholder management skills

Visa sponsorship for this role is currently not available.

Lead with Purpose

• Own the success, adoption, and retention of our Enterprise and Mid-Market customer base across North America. Partner closely with Account Management leadership on shared growth goals.
• Develop strategic frameworks to ensure long-term customer health and measurable business impact.
• Foster a customer-first mindset across all touch points, defining clear criteria for customer value delivery

Empower High-Performing Teams

• Manage, coach, and inspire a group of experienced CSMs.
• Create growth paths, career development plans, and a feedback-driven culture.
• Set clear performance goals and support your team in hitting them together.

Drive Strategic Impact

• Partner with Product, Sales, and Services teams to bring customer feedback into product development and go-to-market motions.
• Influence how we evolve our Enterprise and Mid-Market playbook and scale our Customer Success model.
• Lead executive business reviews, guiding customers toward deeper adoption and long-term partnership.

Build Systems for Scale

• Define and refine lifecycle touch points, value frameworks, and customer health metrics.
• Use data to proactively identify risks and opportunities, then act on them.
• Collaborate cross-functionally to improve tools, processes, and the way we tell the customer story internally.

• 7+ years of experience in Customer Success or Account Management, with a strong track record of working with Mid-Market to Enterprise-level B2B SaaS clients.
• 3+ years of experience in 2nd line+ management (managing mangers)
• Deep understanding of the customer lifecycle and success methodologies (e.g., QBRs, adoption frameworks, change management, risk mitigation, etc.).
• Strong communicator and relationship builder.
• Strategic mindset with a passion for using data to inform decisions and demonstrate impact.
• Experience working closely with cross-functional partners like Sales, Product, and Support.
• You thrive in a fast-paced, high-growth environment and take full ownership of your domain.

• Customer Health & Retention Analysis: Develop metrics, dashboards, and deep‑dive analyses on NDR, GDR, churn, adoption, and product usage to surface growth opportunities and risk signals.
• Insights & Reporting for the CCO: Lead the weekly/monthly business‑review cadence, delivering timely insights that guide customer strategy, resource allocation, and account‑level plays.
• Predictive Modelling & Forecasting: Build models to predict renewal likelihood, expansion potential, and churn drivers; partner with Data Engineering to productionize solutions in Snowflake and Looker.
• Data Visualization & Storytelling: Design intuitive dashboards and executive‑level presentations that translate complex findings into clear, actionable narratives.
• Cross‑Functional Collaboration: Work closely with Customer Success, Support, Product, Finance, and Revenue Operations to design programs that improve customer outcomes and drive NDR.
• Operational Enablement: Provide ad‑hoc analysis for capacity planning, strategic planning, and executive‑level requests.

• 8+ years in customer analytics, customer success operations, or revenue analytics within a B2B SaaS environment partnering closely with post‑sales teams.
• Demonstrated business modeling skills—able to translate customer and operational data into scenarios, forecasts, and actionable revenue insights.
• Exceptional analytical and storytelling skills—able to distill complex findings into clear, actionable insights for non‑technical audiences.
• Proficient SQL skills—you can write and maintain easily understood queries in Snowflake (or similar warehouses).
• Proven experience designing dimensional data models and building self‑serve dashboards in Looker, Tableau, or comparable BI tools.
• Bachelor’s degree (or equivalent practical experience) in an analytical or quantitative field.

Nice to have:

• Hands‑on expertise creating customer health scores, churn/expansion propensity models, and predictive retention forecasts.
• Familiarity with customer‑centric platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce) as well as key CS metrics (CSAT).
• Prior support of Customer Success or Customer Operations teams.

What monday.com can offer you:

• Opportunity to join a well-funded, proven company with big ambitions, competitive salary and benefit package, bonus potential, and eligibility to take part in the company equity incentive program
• Amazing company culture that values transparency and collaboration while never forgetting to have fun while we work!
• Monthly stipends for food, wellness, and commuter work
• Fully dedicated learning and development team that provides opportunities for our employees to hone and gain new skills
• Award winning work environment - named a "Best Place to Work" by BuiltIn as well as "Great Place To Work" certified
• We foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understanding
• A global work environment with employees in Tel Aviv, New York, San Francisco, Miami, Chicago, Denver, London, Kiev, Sydney, São Paulo, and Tokyo

Please note that this role is on a hybrid model.

Visa sponsorship for this role is currently not available.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: $150K -$170K 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.

• Handle customer invoicing in our ERP system
• Take part in the company’s monthly Order-to-Cash cycle, ensuring timely sales order processing
• Process internal requests for customer data changes
• Register and reconcile collection from customers
• Align Accounts Receivable aging reports and related deliverables
• Research and resolve customer accounts discrepancies
• Ongoing communication with customers, sales reps, business operations, customer success and AR/collection teams.
• Contribute to the team’s mission to improve data flows, optimize our processes, and ensure accounting output is accurate.

• 2+ years of experience as an AR/Billing significant role, as part of the finance team, in a Global high-tech company (SAAS - an advantage)
• Experience with ERP environment - must (Netsuite – an advantage)
• Experience with Salesforce - an advantage
• Experienced with Excel
• Exceptional attention to details and ability to multitask
• Exceptional business partnering skills, with demonstrated ability to work cross functionally and at various levels within a company
• Team player with a proactive approach
• Ability to manage routine tasks repeatedly and identify improvement opportunities
• Service-oriented
• Ability to learn quickly and keep up in an ever-changing environment
• Ability to follow directions, meet strict deadlines, and work independently
• Excellent communication and organizational skills

What monday.com can offer you:

• Opportunity to join a well-funded, proven company with big ambitions, competitive salary and benefits package, bonus potential, and eligibility to take part in the company equity incentive program
• An amazing company culture that values transparency and collaboration while never forgetting to have fun while we work!
• Monthly stipends for food, wellness, and commuting
• Fully dedicated learning and development team that provides opportunities for our employees to hone and gain new skills
• Award-winning work environment - named a “Best Place to Work” by BuiltIn as well as “Great Place To Work” certified
• We foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understanding
• A global work environment with employees in Tel Aviv, New York, Denver, London, Paris, Warsaw, Munich, São Paulo, Sydney, Melbourne, Tokyo and Singapore

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.