Customer Success Team Lead

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Overview

Our Customer Success team is growing rapidly, and we are looking for a Team Manager to expand and manage a group of HT CSMs! This individual will help drive monday.com\’s success and customer retention.

The Team Lead of HT CS will be responsible for setting the vision, creating processes, best practices, and maintaining deep relationships with cross‑functional partners, all to ensure the successful retention and growth of our HT customers.

Please note this is a hybrid role in our London office. Visa sponsorship for this role is currently not available.

About the Role

In this role, you’ll be leading a team of Customer Success Managers. You will be responsible for growing and developing the team by providing expert‑level CS knowledge, coaching, training, and creating overall process improvement.

Responsibilities

• You will drive the day‑to‑day execution to help meet and exceed the business retention and growth targets of monday.com.
• Create and identify strategies to proactively address risks and opportunities related to adoption, engagement, and, most importantly, retention.
• Collaborate on account plans and reviews with Account Managers, Managing Directors, and Customer Success Managers to identify opportunities to increase customer value.
• Participate and lead key items on our weekly, monthly, and quarterly business reviews with cross‑functional partners in the business to highlight risks, opportunities, and progress around key initiatives on our Customer Success roadmap.
• Own the retention forecast of our Enterprise customers, reporting risks and their mitigation status weekly.
• Collaborate with Customer Success leadership and teams to build, execute, and refine the Customer Success roadmap.

Requirements

• 3+ years of experience managing and developing a team of Customer Success or Account Managers.
• 3+ years of direct experience in a Customer Success role, working with high‑touch, enterprise‑level customers.
• Proven track record of owning and achieving team‑based retention and growth targets.
• Strong leadership and coaching skills with experience in performance management and career development for your direct reports.
• Experience contributing to business strategy, leading cross‑functional projects, and collaborating effectively with stakeholders in Sales, Operations, and other departments.
• Data‑driven mindset, with experience using analytics to guide team strategy, customer engagement, and business forecasting.
• Excellent communication and presentation skills, with the ability to convey strategy and vision to both internal teams and executive‑level clients.
• Hands‑on experience with CS tools and platforms.
• Previous sales experience is a plus.

Social Description

monday.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.

Seniority level

• Mid‑Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development