The Customer Success Team is the trusted advisor for building relationships,
driving product adoption, and empowering teams to fulfill their goals. By
being experts of the monday.com platform, we are able to provide a unique
level of consultation and inspiration to our customers. We are an energetic,
empathetic and passionate team that enjoys teamwork and taking on new
challenges in this dynamic environment.
The SMB CSM is an exciting new role at monday.com. SMB CSM’s work with
customers either in 1:1 engagements for high impact objectives, or by running
1 to many success programs to impact target customer groups. We use robust
customer data to help to identify ways we can deliver increased value through
broader and more mature use of monday.com.
Part coach, project manager, consultant and product expert, our SMB Customer
Success Managers are continually focused on helping our customers improve
their team collaboration and communication and be successful with monday.com.
About The Role
* Build a successful game plan for each customer based on data analysis and customer's needs
* The ability to achieve the expected goals in a short-term relationship
* Personally manage around 2 million dollars in ARR, roughly 150 accounts
* Engage 1:1 with targeted customers at key points in the customer journey to ensure adoption of monday.com
* Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours
* Analyzing different data sources to understand the customer’s big picture
* Achieve KPIs such as adoption, Gross Retention and Health Score
* Represent the voice of the customer and influence product development roadmap
* Partner with Consulting and Product teams on upsell, cross-sell, and expansion opportunities
Requirements
* 2+ years of B2B customer success, account management, or consulting experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (+100), Working with SMB accounts globally
* High prioritization skills and process orientation
* Proven experience of taking ownership of different projects outside the role definitions
* Multi-tasking – the ability to manage different accounts at different stages in the life cycle
* Ability to embrace the mindset of continuous improvement and actively contribute to the process and procedure of the team
* Superb written and verbal communication skills
* Positive attitude, empathy, and high energy
* Ability to take initiative and adapt
* Strong customer-facing and presentation skills with the ability to establish credibility with executives
* BA or BS degree
SOCIAL TITLE
SMB Customer Success Manager
