Customer Experience Retention Specialist

Description

Be Part of Something Transformative

This is a unique opportunity to join a new and innovative team at monday.com, where you’ll help shape the future of Customer Experience impact on growth retention for SMB accounts. 

The Retention Team is built of product experts focused on driving gross retention by delivering exceptional experiences and guiding customers to discover and adopt high-impact use cases that turn product potential into real-world outcomes.

Our team is in incubation mode, we are actively testing, building, and refining what a world-class, scalable retention operation looks like inside a fast-moving, global CX organization.

We’re redefining proactive customer engagement with a mix of AI-powered insights, human connection, and fast experimentation and we’re looking for highly skilled, curious, adaptable and customer-obsessed people to join us on that journey.

This is not a typical Customer Success, Support / Experience or Sales role. You won’t own a fixed book of customers. Instead, you’ll be part of a brand-new team with a unique mission: to deliver impactful customer experiences at scale to support long-term retention.

About The Role

What You’ll Do

• Deliver Exceptional Customer Support and Drive Retention: Engage with customers through both inbound tickets and targeted outreach across chat, email, phone calls and video. You’ll balance effective, high-quality service with consultative, value-led conversations, helping users overcome blockers, increase adoption, and unlock long-term value from monday.com.
• Support Commercial Growth Through Product Expertise: Leverage your deep product expertise to help customers discover impactful new ways to use monday.com. By identifying opportunities aligned with their goals, you’ll support upsell, cross-sell, and new business expansion. Not through sales targets, but by building trust, guiding adoption, and enabling long-term success. Your guidance will play a key role in helping customers realize more value and stay with monday.com.
• Lead Purposeful Discovery to Unlock Real Impact: Go beyond surface-level conversations by running thoughtful, strategic discovery sessions. Quickly uncover what matters most to your customers — their goals, challenges, and opportunities — and use those insights to guide them toward meaningful, tailored solutions with monday.com.
• Build & Present Strategic Use Cases: Help customers visualize success by designing and presenting clear, relevant workflows and use cases that map directly to their needs.
• Contribute to Building the Team and Function: As a core member of a small, agile team, you’ll play a hands-on role in building and testing new approaches to retention. You’ll contribute your experience and innovative mindset to help shape our playbook, influence team processes, and lead cross-functional projects that support the growth and structure of the team.

Requirements

What We’re Looking For

• You have 2+ years of experience in a customer-facing B2B SaaS role (such as Customer Success, Support/Experience, Implementation, or Product Enablement), ideally supporting SMB or mid-market customers at scale.
• You’re experienced in working across many customer engagements simultaneously, identifying needs quickly, and delivering value through targeted, high-impact interactions rather than long-term account management.
• You demonstrate a proactive approach, are comfortable in fast-paced, dynamic environments, and can adapt quickly as priorities shift, all while staying focused on delivering value.
• You have hands-on experience working with SaaS products and feel comfortable navigating technical tools, settings, and workflows. You pick up new systems quickly and can understand product behavior in order to support and guide customers effectively.
• You’re data-driven and systems-savvy, confident using CRM tools and product data to inform your decisions and strategies.
• You’re a clear, confident communicator who builds trust quickly with customers. You know how to make users feel heard, supported, and confident in their journey, translating needs into meaningful actions that drive retention, adoption, and long-term value.
• Eager to Learn and Grow, you’re curious, open-minded and seek out opportunities to learn and develop. 
• You thrive in a global environment, you know how to collaborate well across cul