דרושים Customer Experience Retention Specialist ב-Monday ב-Israel, Tel Aviv-yafo

• Manage and support a portfolio of Enterprise and Mid-Market customers in Israel.
• Learn customers’ business goals, challenges, and workflows, and translate them into solutions powered by monday.com.
• Drive product adoption and value realization across multiple teams and use cases.
• Lead onboarding sessions, workflow design, and training for different user levels.
• Partner with Account Managers and other teams to ensure seamless collaboration and positive business outcomes for our customers.
• Act as the voice of the customer internally, sharing feedback to influence product development.

• 2+ years of experience in Customer Success, Account Management, Consulting, or related roles in SaaS or technology.
• Strong relationship-building and communication skills.
• Comfortable running product demos, workshops, and hands-on training.
• Problem-solver with the ability to understand business processes and design workflows.
• Highly motivated to learn and grow, with a collaborative and proactive mindset.
• Fluent in Hebrew and English.

Bonus points

• Experience with enterprise SaaS platforms.
• Exposure to workflow design, project management, or operations.
• Familiarity with the Israeli business environment (a plus, but not required).

What you’ll do:

• Define and lead monday.com’s global web strategy end-to-end — from vision and definition through execution — ensuring alignment with company goals, brand positioning, and go-to-market plans.
• Work with the web leader to identify and prioritize business opportunities in line with company goals, desired positioning, and go-to-market strategy, supported by user insights, data, and the company roadmap.
• Drive growth initiatives that increase conversion rates, enhance the user experience, and elevate our messaging through continuous optimization and experimentation.
• Work closely with brand, SEO, acquisition, growth, and product teams to ensure a seamless, consistent, and high-quality user journey across the site.
• Embed AI as a driver of efficiency and growth — enabling the team with smarter tools, creating new opportunities like SDR agents, and streamlining landing page creation at scale.

What we’re looking for:

• Proven experience managing and mentoring marketing/web team leads for 3+ years.
• Experience leading and collaborating with hybrid, cross-functional teams (content, design, development, marketing, product, growth, data) to deliver measurable impact.
• 3+ years of experience in web strategy, growth funnels, and experimentation, with a track record of using insights to drive results.
• Strong background in marketing and brand strategy, with proven ability to craft messaging and translate narratives into impactful web experiences.
• Experience with PLG and SLG models in a fast-paced, global environment.
• Strategic thinker who balances long-term vision with hands-on execution.
• Growth-oriented mindset focused on experimentation and measurable business outcomes.

We're building a new, innovative Tech Touch segment to manage the majority of our accounts, and we're looking for a senior strategist to be the architect of this motion. This role is critical to addressing our current retention and adoption challenges, and your primary mission will be to
drive significant improvements in our Gross Revenue Retention (GRR) and monthly loss metrics.

You will serve as the strategic voice for the self-serve model, defining how our digital engines and AI agents proactively engage customers to drive adoption, improve their experience, and mitigate churn. You'll work at the intersection of customer needs and technology, providing the vision and strategic direction that allows us to scale our impact in a dynamic and ever-changing environment.

Key Responsibilities:

• Architect the Digital Retention Strategy: Design the end-to-end self-serve experience for existing customers, from automated onboarding flows to proactive, AI-driven interventions, with a clear focus on maximizing customer lifetime value and reducing revenue loss.
• Define Business Requirements for Technology: Serve as the primary business stakeholder for all self-serve technology. You will define the strategic requirements for our Risk Engine, AI agents, and digital enablement programs, working closely with product, data, and engineering teams to translate them into a prioritized roadmap.
• Partner with Cross-Functional Stakeholders: Act as a key strategic partner to teams across the organization—including Customer Success, Product, Marketing, and Data & Analytics—influencing them to align on a unified strategy to improve retention.
• Lead with Data & Insights: Partner with our centralized data and analytics team to define and track key business metrics, including Gross Revenue Retention (GRR) , churn rate, and monthly revenue loss. You will use data to continually optimize the customer experience and identify new opportunities for growth.
• Scale the Customer Experience: Lead the effort to define the content, messaging, and communication flows for our self-serve tools and automated campaigns, ensuring they are helpful, on-brand, and designed for maximum impact.

• 5-7 years of experience in a senior-level role within a SaaS or technology company.
• You likely have a background in one of the following areas:
• Digital Customer Success: Designing and scaling tech-touch customer success models.
• Self-Serve GTM: Managing and optimizing the post-sale customer journey for retention and expansion.
• Customer Retention: Directly improving retention metrics for a large, low-touch customer base.
• Demonstrated expertise in churn analysis and the creation of proactive retention strategies that directly impacted GRR .
• Professional Skills:
• Exceptional strategic planning skills with a track record of translating high-level business goals into concrete, data-driven action plans.
• Deep understanding of how to leverage AI, automation, and digital adoption platforms to solve business challenges.
• Strong analytical skills with the ability to define KPIs and interpret complex data to inform strategic decisions.
• Soft Skills:
• Strategic Mindset: The ability to think beyond a single project and understand how all initiatives fit into the broader business strategy.
• Strong Communication & Influence: The capacity to collaborate effectively with and influence both technical and non-technical stakeholders across the organization.
• Innovative Thinking: The ability to design new solutions from scratch and articulate a clear vision for the future.
• Adaptability: The ability to thrive and innovate in a fast-paced, ever-changing environment.

• Design and execute multi-channel campaigns (email, in-app, push, etc.) to re-engage inactive or at-risk users and encourage ongoing product usage.
• Build personalized journeys that address user friction, boost feature adoption, and improve time-to-value.
• Develop and optimize cancel/save flows, win-back programs, and retention milestones for both self-serve and sales-led users.
• Own the testing roadmap—A/B test flows, messaging, segmentation, and timing to constantly optimize impact.
• Collaborate with product, CS, and data teams to identify churn signals and create proactive user journeys that prevent drop-off.
• Analyze performance of lifecycle campaigns across the funnel and translate findings into insights and iterations.
• Contribute to cross-functional retention initiatives such as onboarding redesign, support workflows, or education touchpoints.

Why Join Us?

• Own a high-impact function with clear visibility and influence on business KPIs.
• Work cross-functionally with brilliant teammates in product, design, CS, and marketing.
• Use cutting-edge tools and automation platforms to bring your ideas to life.

• 3+ years in Lifecycle Marketing / CRM / Retention Marketing, preferably in a SaaS, PLG, or subscription business.
• Deep understanding of user segmentation, journey mapping, and behavioral triggers.
• Hands-on experience with tools like Braze, HubSpot, Iterable, Salesforce Marketing Cloud, or similar platforms.
• A data-driven thinker, comfortable pulling and analyzing lifecycle metrics with product or data teams.
• Experienced in managing multiple initiatives across users, teams, and channels.
• Excellent communicator and collaborator. You know how to rally stakeholders around a strategy and speak the language of product, design, and growth.

Here’s what you’ll be measured on:

• Churn Reduction - Decrease in churn rate among identified risk cohorts.
• Reactivation Rate - % of inactive users re-engaged after campaign outreach.
• Feature Adoption - Increase in usage of key product features post-journey.

• Category Ownership: Manage procurement activities across assigned technology categories. Oversee needs analysis, supplier sourcing, commercial evaluation, and execution of procurement strategies.
• Supplier Qualification & Onboarding: Collaborate in the qualification of new suppliers, including vendor sourcing, engagement planning, and onboarding.
• Commercial Negotiations: Lead end-to-end negotiations to improve pricing terms, secure favorable conditions, and establish long-term supplier agreements.
• Contract Execution & Compliance: Finalize and implement procurement agreements, ensuring alignment with internal processes, compliance frameworks, and business objectives.
• Supplier Relationship Management: Maintain regular communication with suppliers to monitor performance, resolve issues, and drive continuous improvement.
• Cross-Functional Collaboration: Partner with IT, Legal, Finance, and other stakeholders across regions to support company-wide initiatives and ensure successful procurement outcomes.

• Education: Bachelor’s degree or Practical Engineering diploma in a relevant field – mandatory
• Experience: Minimum 7-12 years of relevant experience in technology procurement or sourcing – mandatory
• Large scale Budget Management: Demonstrated experience managing large-scale budgets and complex commercial terms
• Language: Fluent English – written, spoken, and reading – mandatory
• Analytical Ability: Strong capability to analyze data, assess market dynamics, and make data-driven decisions

Preferred Qualifications

• Experience with procurement of software, SaaS, hardware, and enterprise applications
• Familiarity with global supplier markets and multinational business environments
• Experience in contract management and supplier onboarding
• Proficiency with procurement platforms (e.g., ERP, P2P tools)

• Category Ownership: Manage procurement activities across assigned technology categories. Oversee needs analysis, supplier sourcing, commercial evaluation, and execution of procurement strategies.
• Supplier Qualification & Onboarding: Collaborate in the qualification of new suppliers, including vendor sourcing, engagement planning, and onboarding.
• Commercial Negotiations: Lead end-to-end negotiations to improve pricing terms, secure favorable conditions, and establish long-term supplier agreements.
• Contract Execution & Compliance: Finalize and implement procurement agreements, ensuring alignment with internal processes, compliance frameworks, and business objectives.
• Supplier Relationship Management: Maintain regular communication with suppliers to monitor performance, resolve issues, and drive continuous improvement.
• Cross-Functional Collaboration: Partner with IT, Legal, Finance, and other stakeholders across regions to support company-wide initiatives and ensure successful procurement outcomes.

• Education: Bachelor’s degree or Practical Engineering diploma in a relevant field – mandatory
• Experience: Minimum 5-10 years of relevant experience in technology procurement or sourcing – mandatory
• Large scale Budget Management: Demonstrated experience managing large-scale budgets and complex commercial terms
• Language: Fluent English – written, spoken, and reading – mandatory
• Analytical Ability: Strong capability to analyze data, assess market dynamics, and make data-driven decisions

Preferred Qualifications

• Experience with procurement of software, SaaS, hardware, and enterprise applications
• Familiarity with global supplier markets and multinational business environments
• Experience in contract management and supplier onboarding
• Proficiency with procurement platforms (e.g., ERP, P2P tools)

• Category Ownership: Manage procurement activities across assigned technology categories. Oversee needs analysis, supplier sourcing, commercial evaluation, and execution of procurement strategies.
• Supplier Qualification & Onboarding: Collaborate in the qualification of new suppliers, including vendor sourcing, engagement planning, and onboarding.
• Commercial Negotiations: Lead end-to-end negotiations to improve pricing terms, secure favorable conditions, and establish long-term supplier agreements.
• Contract Execution & Compliance: Finalize and implement procurement agreements, ensuring alignment with internal processes, compliance frameworks, and business objectives.
• Supplier Relationship Management: Maintain regular communication with suppliers to monitor performance, resolve issues, and drive continuous improvement.
• Cross-Functional Collaboration: Partner with IT, Legal, Finance, and other stakeholders across regions to support company-wide initiatives and ensure successful procurement outcomes.

• Education: Bachelor’s degree or Practical Engineering diploma in a relevant field – mandatory
• Experience: Minimum 5-10 years of relevant experience in technology procurement or sourcing – mandatory
• Large scale Budget Management: Demonstrated experience managing large-scale budgets and complex commercial terms
• Language: Fluent English – written, spoken, and reading – mandatory
• Analytical Ability: Strong capability to analyze data, assess market dynamics, and make data-driven decisions

Preferred Qualifications

• Experience with procurement of software, SaaS, hardware, and enterprise applications
• Familiarity with global supplier markets and multinational business environments
• Experience in contract management and supplier onboarding
• Proficiency with procurement platforms (e.g., ERP, P2P tools)