Global CX Retention Team Lead

Description:

Build and Lead a New Function

As a Global CX Retention Team Lead, you’ll play a pivotal role in launching and guiding a newly-formed team dedicated to enhancing customer retention. This team is at the core of our 2025 vision, driving one of the company’s most critical objectives. While building this new team and operation, you’ll have the backing of the customer experience organization, including dedicated Data, Product, Development, and Systems resources to drive progress. You will also focus on building a strong, cohesive global culture that unites team members across locations and fosters collaboration, trust, and shared purpose.

• Set the Foundation: Establish the team’s retention strategy, ensuring alignment with company goals and leveraging data-driven insights for measurable outcomes.
• Lead with Impact: Mentor and guide team members to excel in their roles while fostering a culture of collaboration and excellence.
• Build Reliable Operations: Develop scalable and dependable processes that underpin the team’s success, enabling sustainable growth and operational efficiency.
• Strategize and Collaborate: Work with Product, Customer Success, and Sales to craft and execute proactive customer engagement strategies.
• Harness Insights: Utilize data, machine learning, and customer feedback to identify areas for improvement and innovate retention processes.
• Be a Creative Problem Solver: Lead your team in developing innovative approaches to overcome challenges and create solutions that drive customer engagements.
• Drive Continuous Improvement: Promote a culture of learning, adopting best practices, and refining strategies to optimize team and customer outcomes.
• Foster Global Cohesion: Build and nurture a strong, unified team culture across geographies, ensuring all team members feel connected and aligned with the broader vision.

• 4+ years of experience in customer success, retention, or account management roles, with at least 2 years in a leadership capacity.
• Proven ability to manage and mentor high-performing teams, fostering a collaborative and inclusive environment.
• Strong analytical mindset with hands-on experience using data to drive retention strategies.
• Fluency in English is a must, with exceptional communication skills to effectively interact with customers, team members, and senior stakeholders.
• Creative mindset with proven problem-solving abilities to navigate complex challenges.
• Passion for building and improving processes in a dynamic, fast-paced SaaS environment.

Why Join Us?

This is more than a leadership role—it’s a chance to shape and grow a new team from the ground up with the full support of a world-class customer experience organization. Your work will directly contribute to the success of our 2025 strategy, helping us redefine customer retention and success at monday.com. 

Together, let’s build something extraordinary.