Monday

Description

The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering teams to fulfill their goals.

The Pooled CSM is an exciting role at monday.com.

Pooled CSM’s work with various customers through multiple motions utilizing our skills and experience, either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups. We mainly support our AMs on accounts that do not have a CSM by leveraging our best practices, product knowledge, and robust customer data to help identify ways we can deliver increased value through broader and more mature use of monday.com and more.

Our team is growing and we are looking for a CSM to join our team in our Tel Aviv office, support our customers, retain them, and help them grow by leading initiatives and collaborating with different stakeholders.

Part coach, project manager, consultant, and product expert, our Pooled 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

• Support AMs and CSMs on-demand by quickly responding to risk and growth opportunities
• Act as a proactive CSM, identifying customers in need of assistance based on customer data analysis
• This role requires the ability to build trust and deliver value quickly, often within a few sessions, and then move on to support the next account.
• This role requires a proactive approach, identifying customer signals and escalating to AMs before further action occurs
• Define and help customers achieve key business goals in short, high-impact engagements.
• Engage 1:1 with targeted customers at key points in the customer journey to ensure the adoption of monday.com and growth.
• Take part in and occasionally lead scaled engagement initiatives such as CS Office Hours, webinars, or targeted campaigns.
• Contribute to team enablement and knowledge by sharing best practices, success stories, and scalable approaches.
• Represent the voice of the customer and influence the product development roadmap.
• Collaborate closely with Sales to ensure a seamless customer journey, acting as a trusted advisor during key account touchpoints.

LI-DNI

Requirements

• 1-2+ years of B2B customer success, or customer-facing experience working with accounts of various sizes
• Proven ability to switch context quickly and manage multiple accounts at different lifecycle stages simultaneously
• Comfortable working in a fast-paced environment and delivering impact through short-term, high-value engagements
• Strong collaboration skills and experience working cross-functionally, especially with Sales teams
• Proactive mindset. Able to identify signals and initiate value-driven conversations quickly
• Superb written and verbal communication skills
• Positive attitude, solution-oriented, with strong self-management
• Ability to take initiative and adapt
• High level English - must
• Strong customer-facing and presentation skills
• BA or BS degree

Social Title

Associate Pooled

Internal requirements

• 1-2+ years of B2B customer success, or customer-facing experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (+100)
• High prioritization skills and process orientation
• Context switching - manage different (multiple) accounts at different stages in the life cycle
• Ability to embrace the mindset of continuous improvement and actively contribute to the CS processes and practices
• 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