Principal Customer Success Manager, Strategic
About the position The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering teams to fulfill their goals. By being experts of the monday.com platform, we are able to provide a unique level of consultation and inspiration to our customers. We are an energetic, empathetic and passionate team that enjoys collaboration, taking on new challenges, and “failing forward” together in this dynamic environment. Please note this is a hybrid role in our New York City office. Responsibilities • Client Relationship Management: • Develop and maintain multiple strong, long-lasting relationships with key stakeholders at Fortune 100 accounts, establishing powerful executive sponsors and product champions across the business. • Ability to identify and effectively engage new stakeholders at the executive level. • Serve as a trusted advisor to clients, demonstrating an understanding of their business and their pain points, and offering strategic guidance and innovative solutions to meet their business goals. • Strategic Planning & Execution: • Leverage behavioral data to segment your book of business and develop communication strategies driving the greatest impact at scale. • Develop and execute comprehensive account plans that drive product adoption, client satisfaction, and business growth. • Lead strategic discussions with clients to mutually identify opportunities for expansion, upselling, and deepening of the engagement. • Measure and gain customer agreement on business impact of using monday.com's products and solutions. • Project Management & Deployment: • Oversee the deployment of our products to large-scale user bases, ensuring successful implementation and a seamless transition from pre-sales to post-sales. • Coordinate with cross-functional teams including Product, Professional Services, Sales and Support to manage project timelines, resolve issues, and deliver on commitments. • Track and report on project progress, performance metrics, and key milestones to both internal teams and clients. • Demonstrate ability to drive change at scale across a large organization in a way that exceeds customer expectations. • Customer Success Strategies: • Develop and implement best practices for customer success, including onboarding, training, and ongoing support. • Analyze customer feedback and performance data to drive continuous improvement in the product and customer experience. • Share insights and trends with internal teams to inform product development, marketing strategies, and support initiatives. • Represent voice of the customer and influence product development roadmap. • Partner with Sales, and Product teams on upsell, cross-sell, and expansion opportunities. • Team Leadership & Mentorship: • Provide mentorship and guidance to junior team members, sharing knowledge and expertise to elevate the overall effectiveness of the Customer Success team. • Lead by example, demonstrating a commitment to excellence and a customer-centric approach in all interactions. • Spearhead internal cross-functional improvement projects. Requirements • 7+ years of B2B SaaS customer success, account management or consulting experience working with companies that have more than 20K employees • Grit and growth mindset, an ability to thrive in ambiguity • Positive attitude, empathy, and high energy • Strong executive-facing communication skills • Strong customer-facing and presentation skills with the ability to establish credibility with executives • Visa sponsorship for this role is currently not available. Nice-to-haves • Prior experience in strategy consulting - advantage