Enterprise Customer Success Manager

Description

The position of Enterprise Customer Success Manager encompasses the vital responsibility of overseeing a portfolio of enterprise customers across UK&I, ensuring their sustained success. Integral to this role is the adept utilization of expertise in Project Management, Program Management, Portfolio Management, and Digital Transformation to orchestrate and harmonize customer success initiatives within the organizational framework.

The ideal candidate for this role will possess a profound comprehension of how project management processes are conceptualized and executed within enterprise environments. They will demonstrate strategic acumen coupled with a proven track record of executing plans with precision, drawing upon their comprehensive knowledge of project and program management methodologies.

In addition to their proficiency in project management principles, the successful candidate will exhibit exceptional relational skills, adept at fostering enduring relationships with customers. They will serve as trusted advisors, engaging in consultative dialogue to identify challenges, craft tailored solutions, and facilitate the attainment of customer objectives, leveraging their background in digital transformation to introduce innovative strategies.

Furthermore, the candidate will demonstrate a commitment to data-driven decision-making, utilizing their analytical prowess to collect, discern, and interpret data. By incorporating data-driven insights into their project and program management strategies, they will optimize customer support initiatives, ensuring the delivery of unparalleled value and facilitating the achievement of optimal outcomes for both customers and the organization at large.

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

About The Role

• Develop and execute strategic customer success plans aligned with clients' key business objectives.
• Establish trusted advisor relationships with C-suite and executive leaders to ensure customer success and maximize platform value throughout the customer lifecycle.
• Lead executive business reviews (e.g., EBRs) to track progress, assess outcomes, and refine strategic roadmaps that align with customer goals.
• Lead data-driven conversations to identify opportunities for growth and optimize client outcomes.
• Collaborate with cross-functional teams to address customer challenges, ensuring prompt resolution and ongoing value delivery.
• Anticipate churn risks and proactively implement mitigation strategies, ensuring long-term retention and growth.
• Drive adoption strategies targeting high-value accounts, including change management and expansion initiatives to unlock further customer potential.
• Build and execute account plans that ensure long-term growth, identify opportunities for innovation, and tailor solutions to meet complex enterprise needs.
• Act as the Voice of the Customer, providing insights to internal teams for continuous improvement of product features, go-to-market strategies, and customer success approaches.

Requirements

• 3+ years of experience in a SaaS company as a Customer Success Manager / Account Manager
• A background in Project Management / Program management / Portfolio management / Digital transformation - Advantage!
• Creative, high energy, entrepreneurial self-starter comfortable running initiatives independently within a very high-paced environment
• Strong understanding of how Enterprise businesses operate
• Improve complex issues through analysis and resolution
• Strong quantitative data analysis skills with proven business insight and judgment
• Experience in building relationships with senior business & platform stakeholders.
• Experience helping customers deploy and see the value of the products they have purchased.
• Excellent communication and interpersonal skills
• Ability to consult with customers to help them solve problems and achieve their business goals with monday.com
• Ability to think strategically and execute plans effectively while building long-term relationships with customers
• Succeed in working collaboratively with squads, internal account team, and extended customer’s teams
• Experience working in a global team, for an international company
• Excellent written and verbal communication skills.

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.

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