Customer Success Operations Manager

About the position

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.

Responsibilities

• Support the field with ad hoc requests and report builds.
• Identify process inefficiencies and help define solutions.
• Collaborate with cross-functional teams to improve processes and efficiency within the Customer Success department.
• Develop and implement strategies to enhance customer adoption and retention.
• 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, including allocating book of business for CSMs and sending CSAT surveys.

Requirements

• 2+ years of experience in an operational post sale function.
• Project management experience.
• Experience working at a similar size organization.
• Cross-functional experience and stakeholder management.
• Technical experience (SFDC, Looker/Tableau is ideal).
• Strong communication and collaboration skills.
• Analytical and strategic thinking abilities.
• Ownership and impact mindset.
• Technical proficiency.
• CS proficiency is ideal, but not mandatory.

Benefits

• Discretionary bonus and/or equity based on Company’s plans and policies.