User Retention Lead, monday Service

Description

At monday.com, we help teams get more work done. We are the best AI work platform that empowers teams to automate, build, and scale their impact end-to-end with tools that actually execute the work for you. With over $1B in ARR, 250,000+ customers, and a global team, we’re serious about building a product people love to use and giving our employees the same ownership and flexibility to shape the way the world works.

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
  
  

• Opportunity to join an innovative, proven company with big ambitions, competitive salary and benefits, bonus potential, and some roles are eligible to take part in the company equity incentive program
• A team that values transparency and collaboration while having fun while we work
• Monthly stipends for food, wellness, and commuter/remote work
• Fully dedicated learning and development team that provides opportunities for employees to grow, gain new skills, master AI tools, and participate in workshops
• Award winning work environment - named a "Best Place to Work" by Built In as well as "Great Place To Work" certified.
• We foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understanding
• A global work environment with employees in New York, Tel Aviv, London, Sydney, São Paulo, Tokyo, and more