Monday Senior Manager Strategic Customer Success 

United States, New York, New York 

303168408

In this role, you’ll be leading a team of experienced Senior Customer Success Managers who own our Strategic segment. 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 with adoption, engagement, and most importantly, retention.
• Collaborate on account 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 risk, 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 VP, Customer Success, other leaders on the Customer Success team to mutually build, execute and refine the Customer Success roadmap

• 5+ years of strong management capacity as a Team Lead or Manager of Senior/Principal CSMs
• Must have experience in working with Fortune 100 customers, managing executive relationships, along with end user relationships
• Experience in working with CS tools, along with rolling these tools out to teams
• Creation and distribution of strategic CS playbook, including the scalable management of thousands of users and how to drive change management in highly complex organizations
• EBR and Business value mapping conversations
• Organizing strategic customer engagement events
• BoB with customers whose average spend is over 500k
• Navigating highly complex customer organizations through C-Suite relationships
• 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
• Experience carrying a retention or growth target
• Prior experience being an individual contributor Customer Success Manager or Account Manager
• Passion for building trust, fostering relationships, and communicating effectively with customers
• Past sales experience is a huge plus!