Monday Director Customer Success 

United States, New York, New York 

214800709

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.