Strategic Customer Success Team Manager

Reports to: Regional Vice President, Customer Success (EMEA & APJ) 

The Opportunity 

We are looking for a high-impact leader to spearhead our Strategic & Global Accounts team in EMEA. This isn't a traditional "retention management" role; it is an EMEA leadership role that will help us transform the way we go Upmarket as a company. 

You will lead a team of Senior/Principal CSMs managing our most complex, high-ARR global accounts. Your mission is to move beyond "software adoption" and turn monday.com into a mission-critical, AI-first engine for the world’s largest enterprises by bridging the gap between our product’s evolving capabilities and the measurable business outcomes our executive buyers demand.

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

Key Responsibilities 

1. AI-First Transformation & Strategic Value 

● The "Transformational Consultant" Shift: Enable your team in the shift from traditional SAAS CS to becoming "Transformational AI builders" within the Ent sphere. You will lead the effort to translate monday’s AI-first pitch into tangible workflows and business outcomes at scale for our largest accounts. 

● Executive Value Narratives: Personally partner and lead value narratives for C-suite and Economic Buyers, proving $ROI$ and strategic partnership, through core outcome achievements. 

2. Scalable Governance & Stickiness 

● Enterprise Governance: Design and implement scalable governance, value, enablement and usage frameworks that ensure our use within our top customers is driving mission-critical outcomes. 

● Product Evolution Advocacy: Act as the critical link between EMEA’s largest customers and our global Product/Engineering teams. You will collaborate closely with our VOC function with data-backed feedback to influence the roadmap for scale, security, and enterprise readiness. 

3. Operational Excellence & Cross-Functional Leadership 

● Cross Functional Alignment: Partner closely with counterparts such as the Revenue organisation and other CCO leaders, to lead our global accounts motion

into new heights as the company is putting "upmarket" front and centre. 

● KPI Accountability: Own the P&L for your segment, with total accountability for Net Dollar Retention (NDR) and Gross Dollar Retention (GDR) across the EMEA Strategic cohort. 

● Customer-facing accountability - Act as an executive and build, maintain and scale relationships with our top accounts, buyers, champions and key stakeholders.

Experience & Requirements 

● 10+ Years in SaaS: Extensive experience in Customer Success or Professional Services, with at least 5 years leading teams in the Strategic/Enterprise space. 

● Complex Dynamics: Proven track record of managing global accounts with complex security, integration, and change management needs. 

● Technical & AI Fluency: A deep understanding of AI implementation lifecycles. You must be able to speak the language of both technical architects and C-suite executives. 

● Cross-Functional Influence: Demonstrated ability to influence teams you don't directly manage (Sales, Product, and Solutions) to resolve customer friction. 

Success Measures (KPIs) 

● Retention and Growth: Regional NDR and GDR for Strategic accounts. ● AI first: Percentage of accounts successfully adopting AI-first workflows and service models. 

● Product roadmap influence through feedback, customer interactions and needs assessments of our largest accounts.