דרושים Director Customer Advocacy ב-Monday ב-United States, New York

• Build, nurture, and lead our North America SDR and BDR teams, capturing market opportunities across all segments.
• Develop and implement a significant, sustainable growth plan for the teams over the next 3-5 years, in collaboration with regional leadership.
• Achieve and exceed ARR and other set goals, aligned with OKRs and other priorities.
• Build and develop a best-in-class first-line management team, driving performance and maintaining our culture as we scale.
• Lead our expansion upmarket by implementing robust sales methodologies, territory and account planning, and associated training and development.
• Hire market-leading talent whose values align with our company, ramp them up quickly to accelerate time to productivity.
• Drive division-wide understanding and adoption of forecasting processes, achieving improved forecasting accuracy and advanced visibility.
• Develop the team’s core skills with insightful feedback, tailored development plans, and a focus on continuous improvement.
• Inspire a culture of teamwork, transparency, and accountability, leading from the front.
• Take a proactive approach to performance management, with strong cadences, clear expectations, and transparent and timely feedback.
• Be a strong partner to Sales and Marketing Leadership to optimize our top of funnel for both efficiency and effectiveness.

• 5+ years of experience leading high-performing sales development/account management teams, with 2+ years of second-line management experience.
• History of exceeding team quotas in high-growth technology companies.
• Deep understanding of the mechanics of working with organizations, navigating complex account life cycles and enterprise sales cycles.
• Expert knowledge in advising on solution-based sales, ROI analysis, and navigating complex lines of influence between business and horizontal stakeholders (IT, Legal, Procurement).
• Demonstrated ability to engage, hire, and develop top sales talent.
• Strong knowledge of outbound sales methodologies (e.g., Command of the Message, MEDDPICC) and implementing strategies from scratch.
• Proven process and track record of coaching and developing first-line sales management and sales professionals.
• Experience evolving sales mindset and processes, with strong emotional awareness and change management skills.
• Capable of designing and implementing a top-tier outbound sales strategy, including best practices, processes, and tools, in collaboration with sales enablement.
• High level of discipline and a robust operating cadence for performance management and forecasting.
• High-functioning and knowledgeable about market opportunities, with the ability to inspire and lead a team to capture them.
• Strong executive presence and gravitas, capable of representing the SDR and BDR teams internally and externally, including public speaking engagements.
• Leads with transparency, empathy, and accountability, aligning with our core values.

What You’ll Get:

At , we believe in creating a workplace that fosters innovation, collaboration, and personal growth. We are passionate about helping our customers succeed, and our platform is built to make work more transparent, productive, and engaging. Join us on our journey to revolutionise the future of work!

• Competitive salary with bonus structure & equity model
• Professional development opportunities.
• Collaborative and inclusive company culture.
• Access to wellness programs and team-building activities.
• Be part of a well-funded, proven startup with big ambitions, competitive salary, bonus potential, and eligibility to take part in the company equity incentive program
• Medical, dental, and vision insurance
• Parental leave, time off policy, commuter benefit, fitness benefit, and lunch benefit
• Amazing culture - collaborative, transparent & fun!
• Great Place To Work certified
• Named a Best Place to Work by BuiltIn

Visa sponsorship for this role is currently not available.

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.

• 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.

Please note this is a
hybrid roleand requires 3 days in office and 2 days working from home!

• Act as a reactive CSM supporting internal stakeholders (AMs, CSMs) and customers focusing on risk mitigation and growth
• Follow the Scale practices and strategy for each customer based on data analysis and the customer's needs
• Identify, design, and being able to achieve the customer's goals in a short-term relationship
• Engage 1:1 with targeted customers at key points in the customer journey to ensure the adoption of and growth
• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours
• Be a role model, sharing client success methodology with members of your immediate team as well as cross-department.
• Represent the voice of the customer and influence the product development roadmap.

• 1-2+ years of B2B customer success, account management, or consulting experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (+100)
• High prioritization skills and process orientation
• Context switching - manage different (multiple) accounts at different stages in the life cycle
• Ability to embrace the mindset of continuous improvement and actively contribute to the CS processes and practices
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt
• Some travel included for customer visitation
• Strong customer-facing and presentation skills with the ability to establish credibility with executives

Visa sponsorship for this role is currently not available.

Please note this is a
hybrid roleand requires 3 days in office and 2 days working from home!

• Act as a reactive CSM supporting internal stakeholders (AMs, CSMs) and customers focusing on risk mitigation and growth
• Follow the Scale practices and strategy for each customer based on data analysis and the customer's needs
• Identify, design, and being able to achieve the customer's goals in a short-term relationship
• Engage 1:1 with targeted customers at key points in the customer journey to ensure the adoption of and growth
• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours
• Be a role model, sharing client success methodology with members of your immediate team as well as cross-department.
• Represent the voice of the customer and influence the product development roadmap.

• 1-2+ years of B2B customer success, account management, or consulting experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (+100)
• High prioritization skills and process orientation
• Context switching - manage different (multiple) accounts at different stages in the life cycle
• Ability to embrace the mindset of continuous improvement and actively contribute to the CS processes and practices
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt
• Some travel included for customer visitation
• Strong customer-facing and presentation skills with the ability to establish credibility with executives

Visa sponsorship for this role is currently not available.