Customer Success Manager (CRM Specialist)

Our London team is growing, and we are looking for an experienced Customer Success Manager to join us!

As a CSM, you will manage a portfolio of customers in the UK&I region, helping them implement, roll out, and achieve ROI from the monday.com product suite.

You will be responsible for learning the customers' pain points, helping them plan how monday.com can help them, building the workflows and dashboards, and rolling out business-critical, enterprise-grade solutions.

Please note, this role requires attending our London office 3 days a week*

What You’ll Do

• Act as the customer’s primary CRM advisor, guiding them throughout their lifecycle with monday.com CRM.
• Lead deep technical discovery sessions to understand customer CRM processes, data models, integrations, and operational requirements.
• Design, configure, and optimise end-to-end CRM solutions, including pipelines, automations, dashboards, permissions, and integrations.
• Create and execute CRM adoption and rollout plans, ensuring successful onboarding, expansion, and long-term platform health.
• Translate complex business and technical requirements into scalable, maintainable CRM architectures.
• Collaborate closely with Account Managers, Solution Architects, Product, and Support to ensure successful delivery, renewals, and expansion opportunities.
• Monitor customer health, CRM usage, data quality, and automation performance, proactively identifying risks and optimisation opportunities.
• Serve as the first point of technical escalation, owning issue resolution and ensuring a high-quality customer experience.
• Deliver best practices around CRM governance, reporting, automation, and integrations, enabling customers to operate independently and confidently.
• Maintain continuous communication with customers, aligning technical execution with business goals, success plans, and KPIs.

• 4+ years of experience in Technical Success, Customer Success, Solutions Engineering, Implementation, or similar roles within SaaS or enterprise software.
• Strong hands-on experience with CRM systems, such as monday CRM, Salesforce, HubSpot, or similar platforms.
• Proven ability to design and implement CRM workflows, automations, reporting, and integrations.
• High technical aptitude, with the ability to understand APIs, data flows, and system architecture (hands-on experience is a strong advantage).
• Experience managing multiple stakeholders, including technical and non-technical decision-makers.
• Strong analytical and problem-solving skills, with the ability to break down complex technical challenges into clear, actionable solutions.
• Excellent communication and relationship-building skills.
• Highly organised, proactive, and comfortable managing multiple customer projects in parallel.

Bonus Points

• Experience delivering CRM implementations, migrations, or digital transformation projects.
• Hands-on experience with CRM integrations, automation tools, or low-code/no-code platforms.
• Background in technical consulting, solutions architecture, or system implementation.
• Familiarity with monday.com’s platform, marketplace apps, or API capabilities.
• Experience working in fast-growing, product-led SaaS environments.

Visa sponsorship for this role is currently not available.

monday.com 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.