Tech CSM

Description

This is a unique opportunity to join a new and innovative team within the Tech Touch organization, where you'll help shape the future of how we drive growth and retention at scale.

The Tech CS team delivers strategic expertise to help customers grow, retain, and scale with monday.com. Our AI-driven infrastructure ensures we engage the right client at the right time for maximum impact.

As a Tech CSM, you’ll play a key role in this mission. Tech CSMs work across multiple customer motions, applying deep product knowledge and success strategies, whether in 1:1 engagements for high-impact goals or by running 1:many programs to influence target segments.

We focus on supporting accounts without a dedicated CSM by partnering with Sales and leveraging best practices, high technology, and robust customer data to identify and deliver measurable value through more advanced use of monday.com.

We're redefining proactive customer engagement through a blend of AI-powered insights, human connection, and rapid consultation, and we're looking for curious, adaptable, and customer-obsessed individuals to help us lead the way.

Our team is growing, and we’re hiring a Tech CSM to support, retain, and grow customers by leading initiatives and collaborating with cross-functional stakeholders.

Part coach, consultant, and product expert, our Tech CSMs are passionate about helping customers enhance collaboration and drive long-term success with monday.com.

About The Role

• Support Sales on-demand: Quickly respond to risk and growth opportunities identified by the ML retention engine or Sales partners.
• Execute High-Impact Consultations: Build trust and deliver architectural solutions quickly, often within a few sessions, before moving to the next account.
• Drive Proactive Engagement: Identify customer signals via data triggers and escalate strategic insights to Sales to prevent churn.
• Achieve Business Goals: Define and help customers implement key business workflows in short, high-value engagements.
• Engage at Key Touchpoints: Work 1:1 with targeted customers at critical lifecycle stages to ensure deep adoption and expansion.
• Lead Digital Initiatives: Lead digital engagement such as CS Office Hours, webinars, or targeted scaled campaigns.
• Standardize Knowledge: Contribute to team enablement by turning one-off solutions into repeatable playbooks, Loom videos, and scalable approaches.
• Represent the Voice of the Customer: Use technical insights from high-volume interactions to influence the product development roadmap.
• Partner with Sales: Act as a trusted advisor during key account touchpoints to ensure a seamless and high-value customer journey.
  
  

• 2-4+ years of B2B customer success, or customer-facing experience working with accounts of various sizes
• Proven ability to switch context quickly and manage multiple accounts at different lifecycle stages simultaneously
• Comfortable working in a fast-paced environment and delivering impact through short-term, high-value engagements
• Strong collaboration skills and experience working cross-functionally, especially with Sales teams
• Proactive mindset. Able to identify signals and initiate value-driven conversations quickly
• Superb written and verbal communication skills
• Positive attitude, solution-oriented, with strong self-management and organizational skills
• Ability to take initiative and adapt
• Fluent in English
• Strong customer-facing and presentation skills
• BA or BS degree