• Onboarding New Customers • Running onboarding end to end, from setup and configuration to go-live • Training users so they can operate the platform confidently on day one • Project Management • Managing multiple implementation or rollout projects at the same time • Owning timelines, milestones and stakeholders communication • Supporting technical configurations, data migrations and integrations • Keeping project documentation and stakeholder updates current in Notion • Building long-term customer relationships in the UK and English-speaking markets • Identifying and resolving issues before they escalate • Communicating clearly across customers, internal team and external partners • Supporting customers over the long term, proactively rather than reactively • Identifying expansion opportunities and demonstrating measurable value for our customers • Acting as the technical point of contact and coordinating with the tech team on complex issues • Shaping how we scale customer success in the UK — from the processes we run to the templates and tools we use • Help developing scalable approaches for onboarding, customer support and project management

• Manage and nurture relationships with agency clients, providing ongoing support, strategic insights and regular in person facetime • Articulate Adelaide’s value proposition and recommend optimizations based on data-driven insights • Drive adoption of Adelaide's AU metric across brands, agencies, and media partners • Collaborate closely with Sales to strengthen client relationships and expand the portfolio • Partner with the Analytics team to deliver impactful reports, including custom analyses aligned with client objectives • Act as the central point of contact across all partner touchpoints, ensuring a seamless and consistent experience for clients throughout their engagement with Adelaide • Coordinate with the Technical Account Management team to ensure seamless campaign setup • Support AdOps to facilitate smooth implementation and execution of campaigns

• Serve as the primary strategic advisor and point of contact for all assigned enterprise accounts • Build and maintain executive-level relationships with C-suite decision-makers and key stakeholders • Conduct regular strategic business reviews, quarterly planning sessions, and executive touchpoints • Respond to complex client inquiries with strategic solutions and immediate relationship attention • Drive significant upsell of premium services including onsite counselling, critical incident management, assessments, flu vaccination, health checks, and bespoke wellness solutions • Identify and pursue major service expansion opportunities and strategic partnerships within existing accounts • Manage complex contract renewals and negotiations in collaboration with internal teams • Negotiate enterprise-level contract terms to ensure mutually beneficial, long-term outcomes • Prepare and issue comprehensive strategic reports, outcome analyses, and ROI summaries • Coordinate executive-level manager and employee orientations and strategic program launches • Maintain accurate, up-to-date records in the CRM system with detailed account intelligence • Utilise CRM data to track interactions, opportunities, account health metrics, and strategic initiatives • Ensure compliance with contractual obligations and delivery of premium service standards • Serve as the internal advocate for enterprise clients, coordinating cross-functional teams • Identify and mitigate account risk through proactive relationship management and strategic planning

DescriptionAt monday.com, we help teams get more work done. We are the best AI work platform that empowers teams to automate, build, and scale their impact end-to-end with tools that actually execute the work for you. With over $1B in ARR, 250,000+ customers, and a global team, we’re serious about building a product people love to use and giving our employees the same ownership and flexibility to shape the way the world works. Our Customer Success team is growing rapidly, and we are looking for a Team Lead 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 and best practices, and maintaining deep relationships with cross-functional partners, all to ensure the successful retention and growth of our MM/ENT Customers. Please note this is a hybrid role in our NYC office. About The RoleIn 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. - You will drive the day-to-day execution to 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 Strategic 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 - 5+ years of experience in CSM roles (2+ as a Senior CSM / Principal) - At least 2 years of experience managing a team of HT CSMs - Must have experience in working with MM/ENT HT customers, managing executive relationships, along with end-user relationships - Experience in working with CS tools, along with rolling these tools out to teams - Ability to prioritize and multitask while maintaining urgency, thoughtfulness, and poise under pressure while keeping an eye on the KPIs and success metrics for customers and our business - Analytical Skills: High-level data analysis, synthesis, and reporting capabilities. - Experience carrying a retention or growth target - Some travel included for customer visitation - Past sales experience is a plus What monday.com can offer you: - Opportunity to join an innovative, proven company with big ambitions, competitive salary and benefits, bonus potential, and some roles are eligible to take part in the company equity incentive program - A team that values transparency and collaboration while having fun while we work - Monthly stipends for food, wellness, and commuter/remote work - Fully dedicated learning and development team that provides opportunities for employees to grow, gain new skills, master AI tools, and participate in workshops - Award winning work environment - named a "Best Place to Work" by Built In as well as "Great Place To Work" certified. - We foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understanding - A global work environment with employees in New York, Tel Aviv, London, Sydney, São Paulo, Tokyo, and more Visa sponsorship for this role is currently not available. 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. For New York City-based hires only: Compensation Range: $158,000 - $196,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations