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 progression.
- Why this job: Make a real impact by driving AI-first strategies for top enterprises.
- Qualifications: 10+ years in SaaS with strong leadership and technical fluency.
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 Enterprise 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 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 not only lead a talented team but also have the opportunity to drive transformative AI solutions for some of the world's largest enterprises. With a strong focus on employee growth, we offer comprehensive training and development programmes, ensuring that our team members are equipped to thrive in a dynamic environment while making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Team Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Showcase your expertise! When you’re chatting with potential employers or networking contacts, don’t hold back on sharing your knowledge about AI implementation and customer success strategies. This will help you stand out as a thought leader in the field.
✨Tip Number 3
Prepare for interviews by practising common questions related to strategic account management and customer success. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements effectively.
✨Tip Number 4
Apply through our website! We’ve got some fantastic opportunities waiting for you. By applying directly, you’ll ensure your application gets the attention it deserves, and you can showcase your passion for transforming customer success in the SaaS world.
We think you need these skills to ace Strategic Customer Success Team Manager
Some tips for your application 🫡
Showcase Your Experience:Make sure to highlight your 10+ years in SaaS and your leadership experience in Customer Success. We want to see how you've managed complex global accounts and tackled those tricky security and integration challenges.
Speak Our Language:When writing your application, use the terminology that resonates with both technical architects and C-suite executives. Show us you understand the AI implementation lifecycle and can bridge the gap between tech and business outcomes.
Demonstrate Cross-Functional Influence:We love seeing candidates who can influence teams beyond their direct management. Share examples of how you've collaborated with Sales, Product, and Solutions to resolve customer friction and drive success.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
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 managed complex global accounts in the past.
✨Speak Their Language
Prepare to communicate effectively with both technical architects and C-suite executives. Use examples from your experience that demonstrate your ability to bridge the gap between technical details and high-level business outcomes.
✨Showcase Your Leadership Skills
Be ready to share specific instances where you've led teams through change, particularly in transforming traditional Customer Success roles into more strategic, AI-focused positions. Highlight your influence across cross-functional teams.
✨Quantify Your Impact
When discussing your previous roles, focus on metrics like Net Dollar Retention (NDR) and Gross Dollar Retention (GDR). Prepare to explain how your actions directly contributed to these KPIs and the overall success of your accounts.
