---
title: 'Customer Success Manager at monday.com'
canonical: 'https://feeny.ai/job/customer-success-manager-monday-com-london-f58r7amckgfb'
type: 'job'
last_seen: '2026-10-15'
---

# Customer Success Manager at monday.com

- **Company:** [monday.com](https://feeny.ai/companies/monday-com)
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-09
- **Last confirmed live:** 2026-10-15
- **Apply:** https://jobs.ashbyhq.com/monday.com/febf416c-0f0b-4cbb-9567-c447215fab3d

## Job description

[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.

## About monday.com

## Company Overview
- **One-liner**: monday.com is a global software company that develops a browser-based AI work platform to help teams manage their work, automate processes, and achieve more together.
- **Entity Type**: Public (Nasdaq: MNDY)
- **Headquarters**: Tel Aviv, Israel (with major offices in New York, London, Warsaw, Tokyo, Singapore, Melbourne, and Munich)
- **Founded**: February 2012 (originally as dapulse, rebranded to monday.com in 2017)
- **Founders**: Roy Mann and Eran Zinman

## Core Business
- **Primary industry/industries**: Process management, project management software, productivity software, team management, customer relationship management (CRM), collaborative software
- **Target customers**: B2B - serving over 250,000 customers globally, including over 60% of the Fortune 500
- **Mission or purpose statement**: "Shape how the world works" - helping teams get more work done with AI-powered tools that automate, build, and scale impact end-to-end.

## Products & Services
- **monday.com Work OS**: The core platform, a customizable, no-code work operating system for managing projects, workflows, and processes across teams and departments.
- **monday AI Platform**: An enterprise-grade AI infrastructure that allows users to build and deploy AI agents to automate tasks, with features like simulation mode, full user control, and a guarantee that customer data is never used to train AI models.
- **monday CRM**: A customer relationship management solution built on the Work OS.
- **monday Dev**: A product management tool tailored for software development teams.
- **monday Sales CRM**: A dedicated CRM for sales teams.
- **monday Marketer**: A work management solution for marketing teams.
- **Open API & Integrations**: An open platform allowing third-party developers to build custom views, dashboard widgets, automations, and integrations with other work apps.

## Market Standing
- **Valuation/Market Cap**: As a public company, market cap fluctuates. During its last private round in 2019, it was valued at $1.9 billion. The company went public in June 2021.
- **Key Metric**: Over $1.232 billion in annual revenue (2025), with over $1 billion in ARR.
- **Notable Investors/Partners**: Insight Partners, Sapphire Ventures, Hamilton Lane, HarbourVest Partners, ION Crossover Partners, and Vintage Investment Partners were key investors in its growth rounds.
- **Growth Signals**: The company has grown to over 3,155 employees (2025), serves over 250,000 customers, and is trusted by over 60% of the Fortune 500. It is aggressively expanding its AI capabilities with its new AI work platform and agent features.

## Competitive Advantages
- **Platform Stickiness**: monday.com is a highly customizable, no-code platform that becomes deeply embedded in a customer's daily workflows, creating high switching costs.
- **Data Privacy & Trust**: The company explicitly states that customer data is never used to train AI models, a major differentiator for enterprise clients concerned with data security.
- **Enterprise-Grade Security**: Offers robust security, governance, permissions, and compliance features, making it a trusted partner for large organizations.
- **Strong Brand & Scale**: With over 1 billion in ARR and a massive customer base, the company has significant resources for R&D and market expansion.

## Strategic Focus
- **AI-First Platform**: monday.com is pivoting heavily to become "The AI Work Platform for People & Agents," allowing users to build, validate, and deploy AI agents to automate work. This is the company's primary growth vector.
- **Expanding Enterprise Footprint**: Deepening its penetration into large enterprises by offering a secure, scalable, and customizable platform.
- **Product Ecosystem Growth**: Continuously expanding its suite of specialized products (CRM, Dev, Marketer) to capture more of the enterprise software market.

## Why Work Here
- **Product-First Culture**: The company is deeply committed to building intuitive, powerful, and easy-to-use products that solve real customer problems.
- **Impact & Ownership**: Employees are given significant ownership over their work from start to finish, fostering a culture of personal investment and high impact.
- **Hybrid Work Model**: monday.com offers a hybrid work environment, with most teams spending three days a week in the office for collaboration and the rest working remotely.
- **Career Growth**: The company provides learning programs, mentorship, development opportunities, and an internal mobility process to support diverse career paths.
- **Global & Diverse Team**: With 3,000+ employees across 15+ locations and 17 teams, the company offers a truly international and diverse work environment. It is an equal opportunity employer committed to inclusion.
- **Strong Financial Health**: As a profitable, publicly-traded company with over $1B in ARR, monday.com offers stability and long-term growth potential for its employees.

## Sources
1. [monday.com Careers Page](https://monday.com/careers)
2. [monday.com Official Website](https://www.monday.com/)
3. [Built In - monday.com Company Profile](https://builtin.com/company/mondaycom)
4. [Wikipedia - Monday.com](https://en.wikipedia.org/wiki/monday.com)
5. [LinkedIn - monday.com](https://uk.linkedin.com/company/mondaydotcom)

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