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Monday Customer Experience Retention Specialist 
United States, New York, New York 
131323053

30.03.2025

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

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.

  • 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)
Your Experience & Skills
  • 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.