User Retention Lead, monday Service

Description

We are monday.com, a global software company transforming how businesses run. monday Service is built for long-term customer success, retention, and expansion across service-driven teams.

We believe customers stay and grow when they succeed from day one. The way teams operate immediately after purchase is critical to long-term value and satisfaction.

monday.com is looking for a User Retention Lead to own the post-sale experience for monday service customers. This is a senior individual contributor role with a clear growth path toward people management.

The role is based in Tel Aviv, Israel.

About The Role

• Own retention strategy and execution for monday service across the full post-sale lifecycle
• Be responsible for the post-sale experience of every new account, including CX, implementation, CS, and any issues that arise
• Act as the first point of support and escalation when accounts face challenges
• Meet customers daily to understand pain points, usage patterns, and success blockers
• Work closely with CX, CSMs, implementation teams, and other ICs supporting the product
• Partner with product managers and engineers to share customer feedback and influence product improvements
• Act as the voice of the customer within the product organization
• Identify patterns and opportunities to improve retention, expansion, and customer health
• Leverage AI-driven insights to proactively identify risk and improve outcomes
  
  

• 5+ years of experience in customer success, retention, CX, or account-focused roles in B2B SaaS
• Strong understanding of post-sale customer journeys and lifecycle management
• Proven ability to collaborate cross-functionally and influence without authority
• High empathy combined with a structured, problem-solving mindset
• Comfortable owning complex customer situations end to end
• Builder mentality with a passion for creating processes and playbooks
• Strong English communication skills, written and verbal