Customer Success Team Lead

Customer Success Team Lead | monday.com

Matrix DevOps, the leading monday.com Platinum Partner in Israel, is looking for an experienced and passionate Customer Success Team Lead to lead and scale our Customer Success organization.

This is a strategic leadership role combining people management, customer success excellence, platform adoption, customer retention, and business growth.

The successful candidate will lead a team of Customer Success Managers, work closely with Enterprise customers, and collaborate with Sales, Professional Services, and monday.com global teams to ensure exceptional customer outcomes.

Responsibilities

• Lead, mentor, and develop a growing Customer Success team.
• Drive customer adoption and long-term success across strategic and Enterprise accounts.
• Build trusted relationships with key customer stakeholders and executives.
• Improve customer retention, engagement, and overall account health.
• Identify expansion and upsell opportunities in collaboration with Sales teams.
• Establish and optimize Customer Success processes, methodologies, and best practices.
• Define, track, and improve team KPIs and performance metrics.
• Partner with Professional Services teams to ensure successful onboarding and implementation projects.
• Collaborate closely with monday.com and internal stakeholders to maximize customer value.
• Act as a customer advocate and provide strategic guidance to clients throughout their lifecycle.

Requirements

• 2+ years of experience managing a Customer Success team within a global software or SaaS company.
• Proven experience working with Enterprise and strategic customers.
• Strong leadership, coaching, mentoring, and employee development skills.
• Experience defining KPIs, measuring performance, and managing operational excellence.
• Experience building and implementing Customer Success processes and methodologies.
• Hands-on experience working with monday.com.
• Strong business acumen and understanding of customer retention, platform adoption, customer growth, and lifecycle management.
• Excellent communication and presentation skills in both Hebrew and English.
• Willingness to work in a hybrid environment and travel to customer meetings across Israel.

Advantage

• Experience working with SaaS platforms.
• Previous experience in consulting, professional services, or implementation organizations.
• Experience managing Customer Success operations at scale.