Customer Success Manager

monday.com http://monday.com is the AI work platform powering the most ambitious teams. 250,000+ customers across departments use us to bring people, workflows, and AI agents together on one flexible platform where AI doesn't just assist, it executes. We move fast, build things that matter, and foster an ownership-driven culture where you're empowered to shape how organizations work and outpace their competition.

About The Role

As a Customer Success Manager, you are responsible for the business objectives your customers set to achieve through their AI transformation journey. This is not the SAAS CSM role we know. Rather than driving adoption and holding the relationship, you reverse-engineer the use cases a customer already runs on the platform and agentify them: you take an existing business process and drive it into the AI era, placing the right AI capabilities in the right places so humans and applied AI work together.

You build beside the customer’s own team until the workflow runs. It requires a can-do mindset, strong business acumen backed by technical fluency. Please note that this is a hybrid position with three days/week in our London office. WHAT YOU’LL DO

• Translate use cases: Inventory the use cases an account already runs and agentify them, placing the right AI capabilities in the right places so humans and agents work together.
• Diagnose workflows: Map where decisions get made and work moves forward, and turn it into a sequenced transformation plan with the customer’s executives and process owners.
• Build beside the customer: Run working sessions where the customer’s own team builds the workflow, and stay in the room until it runs.
• Route by account maturity: Use the account maturity audit and Path A readiness to decide what gets built beside the customer and what becomes a scoped engagement.
• Partner on services: Source engagements for Deployment Strategy with the business context established, and stay connected through delivery so every build lands back into the account plan.
• Forecast outcomes: Forecast credit burn against entitlement at business-unit level, and diagnose any shortfall: an unbuilt workflow, an unadopted one, or a process that never changed.
• Advise on governance: Own the permissioning, data boundaries, agent oversight, and approvals that move agents from pilot to production.
• Lead change with sponsors: Hold the relationships with the sponsors who drive change, tie every workflow to the outcome they need to show, and lead the operating-model shift that makes it stick.
• Prepare renewals: Evidence delivered outcomes on the T-120/90/60/30 cadence, and surface risk and expansion signals to the Account Owner early enough to act. HOW SUCCESS IS MEASURED The core success component is our ability to drive business outcomes for our customers through the different monday.com http://monday.com layers of operations. But when breaking it down to the actual day2day we can find : * Retention of all paid components: seats, AI credits, and services. * AI consumption growth: adoption of AI capabilities into new and existing use cases, measured as credit burn against entitlement across the account. *Growth in new AI capabilities usage that drives commercial growth. WHAT WE’RE LOOKING FOR - 3+ years of professional experience
• Experience in customer success, consulting, solutions, or a similar customer-facing role in SaaS, ideally with enterprise accounts.
• Ability to diagnose how a business process really runs and redesign it with AI and humans working together.
• Hands-on experience building workflows, automations, or AI agents, and comfort building alongside customers rather than only advising.
• Credibility with multiple business owners and executives, not only IT or platform owners.
• Strong commercial and analytical skills: tying usage to business outcomes, forecasting consumption against entitlement, and making a renewal case with evidence.
• Working knowledge of applied AI governance topics such as permissioning, data boundaries, platform automation, LLMs and agent oversight.
• Clear communication and the ability to lead change with sponsors across a customer organisation.
• Experience with high-paced operations and large enterprise customers is an advantage.