At a Glance
- Tasks: Lead a team to transform customer success into AI-driven solutions for global accounts.
- Company: Join a forward-thinking SaaS company focused on innovation and growth.
- Benefits: Competitive salary, leadership opportunities, and a chance to shape the future of AI in business.
- Other info: Dynamic role with significant influence across teams and excellent career advancement potential.
- Why this job: Make a real impact by bridging technology and business outcomes for top enterprises.
- Qualifications: 10+ years in SaaS with strong leadership and technical fluency in AI.
The predicted salary is between 80000 - 100000 € per year.
Requirements
- 10+ Years in SaaS: Extensive experience in Customer Success or Professional Services, with at least 5 years leading teams in the Strategic/Enterprise space.
- Complex Dynamics: Proven track record of managing global accounts with complex security, integration, and change management needs.
- Technical & AI Fluency: A deep understanding of AI implementation lifecycles. You must be able to speak the language of both technical architects and C-suite executives.
- Cross-Functional Influence: Demonstrated ability to influence teams you don't directly manage (Sales, Product, and Solutions) to resolve customer friction.
Success Measures (KPIs)
- Retention and Growth: Regional NDR and GDR for Strategic accounts.
- AI first: Percentage of accounts successfully adopting AI-first workflows and service models.
- Product roadmap influence through feedback, customer interactions and needs assessments of our largest accounts.
What the job involves
- Reports to: Regional Vice President, Customer Success (EMEA & APJ).
- We are looking for a high-impact leader to spearhead our Strategic & Global Accounts team in EMEA. This isn't a traditional "retention management" role; it is an EMEA leadership role that will help us transform the way we go Upmarket as a company.
- You will lead a team of Senior/Principal CSMs managing our most complex, high-ARR global accounts. Your mission is to move beyond "software adoption" and turn monday.com into a mission-critical, AI-first engine for the world’s largest enterprises by bridging the gap between our product’s evolving capabilities and the measurable business outcomes our executive buyers demand.
- The "Transformational Consultant" Shift: Enable your team in the shift from traditional SAAS CS to becoming "Transformational AI builders" within the Ent sphere. You will lead the effort to translate monday’s AI-first pitch into tangible workflows and business outcomes at scale for our largest accounts.
- Executive Value Narratives: Personally partner and lead value narratives for C-suite and Economic Buyers, proving $ROI$ and strategic partnership, through core outcome achievements.
- Enterprise Governance: Design and implement scalable governance, value, enablement and usage frameworks that ensure our use within our top customers is driving mission-critical outcomes.
- Product Evolution Advocacy: Act as the critical link between EMEA’s largest customers and our global Product/Engineering teams. You will collaborate closely with our VOC function with data-backed feedback to influence the roadmap for scale, security, and enterprise readiness.
- Cross Functional Alignment: Partner closely with counterparts such as the Revenue organisation and other CCO leaders, to lead our global accounts motion into new heights as the company is putting "upmarket" front and centre.
- KPI Accountability: Own the P&L for your segment, with total accountability for Net Dollar Retention (NDR) and Gross Dollar Retention (GDR) across the EMEA Strategic cohort.
- Customer-facing accountability: Act as an executive and build, maintain and scale relationships with our top accounts, buyers, champions and key stakeholders.
Strategic Customer Success Team Manager in London employer: Deepstreamtech
At monday.com, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. As a Strategic Customer Success Team Manager in the EMEA region, you will have the opportunity to lead a high-impact team, driving transformative AI solutions for our largest global accounts while enjoying a supportive environment that prioritises professional growth and cross-functional influence. With a focus on employee development and a commitment to creating meaningful partnerships, monday.com is the ideal place for those looking to make a significant impact in the SaaS industry.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Team Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with industry folks on LinkedIn or at events. The more people you know, the better your chances of landing that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Know their products inside out, especially how they relate to AI and customer success. This will help you speak their language and show you're the right fit.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs, especially in managing complex accounts and leading teams. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Strategic Customer Success Team Manager in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your 10+ years in SaaS and any leadership roles you've had in Customer Success or Professional Services. We want to see how your experience aligns with our needs!
Showcase Your Achievements:Don’t just list your responsibilities; show us what you’ve achieved! Use metrics to demonstrate your success in managing global accounts and driving retention and growth. Numbers speak louder than words!
Speak Our Language:When writing your application, use terminology that resonates with both technical and executive audiences. Show us you can bridge the gap between AI implementation and business outcomes. We love a candidate who can communicate effectively across all levels!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Deepstreamtech
✨Know Your SaaS Inside Out
Make sure you have a solid grasp of the SaaS landscape, especially in Customer Success. Brush up on your knowledge of AI implementation lifecycles and be ready to discuss how you've led teams in similar environments.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams, particularly in complex global accounts. Be ready to discuss how you've influenced cross-functional teams and resolved customer friction without direct authority.
✨Speak Their Language
You’ll need to communicate effectively with both technical architects and C-suite executives. Practice articulating complex ideas simply and clearly, focusing on how your strategies can drive measurable business outcomes.
✨Demonstrate Your Value Narrative
Be prepared to present a value narrative that showcases your ability to prove ROI and strategic partnerships. Think about specific instances where you've successfully influenced product roadmaps or driven adoption of AI-first workflows.
