Customer Success Manager - 5596

Responsible for managing the end-to-end customer experience throughout the entire lifecycle – from onboarding, through ongoing system usage, to expansion and growth.

The role includes leading strategic accounts, delivering continuous business value, and driving high levels of customer satisfaction and product engagement.

Key Responsibilities:

• Manage customer relationships throughout the entire lifecycle, ensuring high satisfaction and retention
• Lead regular customer meetings, including:
• Service reviews
• Identifying business challenges
• Presenting insights and improvement recommendations
• Deliver onboarding, training, and implementation sessions on monday.com (both in-person and digital)
• Empower customers by providing tools, knowledge, and guidance for optimal system usage
• Gather, analyze, and document customer business and technical requirements
• Identify Upsell and Cross-sell opportunities and drive expansion processes in collaboration with Sales teams
• Handle operational and service-related issues in collaboration with Support teams, providing real-time solutions
• Represent the voice of the customer internally מול teams including:
• Development
• Product
• QA
• Professional Services
• Drive adoption of new features and ensure successful implementation among customers
• Build long-term relationships with strategic accounts

Requirements

Professional Experience & Skills:

• Proven experience in Customer Success / Account Management / Implementation roles – Mandatory
• Strong understanding of SaaS platforms and customer lifecycle management
• ניסיון בעבודה עם monday.com – significant advantage
• Experience delivering onboarding, training, and system implementations
• Strong analytical skills with experience working with metrics such as:
• Adoption Rate
• Retention Rate
• Experience identifying and driving Upsell and Cross-sell opportunities
• Experience managing customer-facing projects from implementation to ongoing maintenance
• Ability to coordinate and lead cross-functional processes across multiple teams

Required Soft Skills

• Excellent interpersonal and communication skills, with the ability to engage diverse stakeholders
• Strong ability to build trust and maintain long-term customer relationships
• Active listening skills and deep understanding of customer needs
• Strong influencing and persuasion abilities
• Service-oriented mindset with a proactive problem-solving approach
• Strong team player with experience working in cross-functional environments
• High adaptability and flexibility in dynamic environments

What Defines Success in This Role?

• Ability to understand the customer’s broader business context, not just the product
• Strong combination of technological capabilities and business acumen
• Proactive approach to identifying opportunities and improving customer experience
• Data-driven mindset with the ability to translate insights into action