Customer Success Manager, Enterprise

About the role

The Technical CSM will act as the primary advisor on how clients can leverage our AI suite to automate manual workflows, generate insights, and scale their internal operations. They will also empower customers to connect complex business challenges with sophisticated, automated solutions within the platform.

Responsibilities

• Champion AI-Led Transformation
• Develop a deep sense of client trust and problem-solving first through technical aptitude and thorough, in-and-out knowledge of monday's platform, reducing the barrier and uncertainty about how AI can exponentially improve the client's ability to achieve their designated outcomes.
• Empower customers to connect complex business challenges with sophisticated, automated solutions within the platform.
• Drive Organizational Change
• Navigate client organizations to uncover high-impact opportunities for digital transformation and AI adoption.
• Data-Driven Growth
• Leverage behavioral data and product usage insights to develop communication strategies that drive expansion and technical maturity at scale.
• High-Level Technical Enablement
• Lead deep-dive consultations and technical workshops that move beyond "how-to" and focus on "how-to-scale."
• Voice of the Future
• Represent the technical voice of the customer to our Product and Engineering teams, influencing the roadmap for AI and integration features.
• Cross-Functional Partnership
• Collaborate with Consulting and Product teams to identify upsell and expansion opportunities rooted in technical solutioning.

Requirements

• 3+ years of experience in B2B SaaS Customer Success, Technical Account Management, or Implementation Consulting.
• Technical Literacy: You understand how APIs work, how data flows between systems, and how to troubleshoot integration logic.
• AI Curiosity: A deep interest in the generative AI landscape and a proven ability to translate AI capabilities into tangible business value.
• Change Management DNA: Experience guiding large organizations through software transitions or process overhauls (Transformation Management).
• Executive Presence: Superb communication skills with the ability to establish technical credibility with stakeholders and C-suite executives.
• Analytical Mindset: You enjoy using data to segment business books and identify the next "big win" for your clients.
• Adaptability: A positive, high-energy attitude with the ability to thrive in a fast-paced, evolving technical environment.
• Bonus: Prior experience in strategy consulting or a background in business process mapping.