Customer Success Manager - 5596

Customer Success Manager (CSM)

Entrypoint is looking for a passionate and customer-focused Customer Success Manager (CSM) to join our growing team.

In this role, you will be responsible for managing the entire customer lifecycle, from onboarding and implementation through ongoing adoption, customer growth, retention, and long-term success.

You will work closely with strategic customers, helping them maximize the value of their monday.com solutions while serving as their trusted advisor and primary point of contact.

What You'll Do

• Manage customer relationships throughout the entire customer lifecycle, ensuring high satisfaction and retention.
• Lead ongoing customer meetings, including Service Reviews, business discussions, and strategic planning sessions.
• Identify business challenges and provide actionable recommendations to improve processes and outcomes.
• Deliver onboarding, training, and implementation sessions both remotely and onsite.
• Empower customers with the knowledge, tools, and best practices needed to maximize platform adoption and value.
• Gather, analyze, and document business and technical requirements.
• Act as the voice of the customer internally, collaborating with Product, Development, QA, Professional Services, and Support teams.
• Drive adoption of new features and capabilities across customer organizations.
• Identify Upsell and Cross-sell opportunities and collaborate with Sales teams to expand customer accounts.
• Resolve operational and service-related challenges by coordinating with internal stakeholders.
• Build long-term strategic partnerships with customers and become a trusted advisor.

What We're Looking For

Professional Experience

• Proven experience in Customer Success, Account Management, Implementation, or a similar customer-facing role.
• Strong understanding of SaaS environments and customer lifecycle management.
• Experience delivering onboarding, training, and system implementation projects.
• Experience managing customer projects from implementation through ongoing success and optimization.
• Strong analytical skills with the ability to interpret business metrics and customer data.
• Experience identifying and driving Upsell and Cross-sell opportunities.
• Experience working across multiple stakeholders and leading cross-functional initiatives.
• Hands-on experience with monday.com is a significant advantage.

Key Competencies

• Exceptional interpersonal and communication skills.
• Ability to build trust and develop long-term customer relationships.
• Strong active listening and customer-centric mindset.
• Excellent problem-solving abilities and service orientation.
• Ability to influence stakeholders and drive adoption.
• Strong collaboration skills in a multi-disciplinary environment.
• Adaptability and flexibility in a fast-paced, dynamic workplace.
• Proactive, data-driven, and business-oriented approach.

What Success Looks Like

• Understanding the customer's business goals, not just the product.
• Combining business insight with technical capabilities.
• Proactively identifying growth opportunities and customer needs.
• Using data and customer insights to drive decisions and measurable outcomes.
• Creating lasting customer relationships that drive retention, expansion, and advocacy.