Customer Success Operations Manager

Description

monday.com is looking for an experienced and motivated individual to join our team as a Customer Success Operations Manager! In this role, this person will be responsible for optimizing the post-sale customer journey to drive adoption and retention within the Customer Success department.

About The Role

• Day-to-day includes supporting the field (ad hoc requests, report builds, etc), identifying process inefficiencies and helping define solutions, collaborating with cross-functionals and helping deliver on projects.
• Develop and implement strategies to enhance customer adoption and retention.
• Collaborate with cross-functional teams to improve processes and efficiency within the Customer Success department.
• Analyze customer data and feedback to identify areas for improvement and drive actionable insights.
• Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not.
• Detect early signals of at-risk renewals/customers, design playbooks for CSMs to address them, and provide a path to escalation.
• Implement and manage new tools to improve the day-to-day work of CSMs.
• Manage the day-to-day operations of the Customer Success department (e.g., allocating book of business for CSMs, sending CSAT surveys, etc) 

Requirements

• 3+ years of experience in a post-sales operations function
• Project management experience
• Working at a similar size organization
• Cross-functional experience and stakeholder management
• Technical experience (SFDC, Looker/Tableau is ideal)
• Communication & Collaboration
• Analytical & Strategic Thinking
• Ownership & Impact
• Technical Proficiency
• CS Proficiency is ideal, but not mandatory

Please note that this role is on a hybrid model of 3 days/week in our NYC office.

Visa sponsorship for this role is currently not available. monday.com is proud to be an equal-opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws

For New York City-based hires only: Compensation Range: $110,000 - $145,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations.

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