• 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

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description As a Manager of Customer Success at Moveworks, you will lead a team of Customer Success Managers focused on building meaningful customer relationships, driving measurable value realization, and positioning Moveworks the AI Employee Front Door for every customer in your portfolio. You will influence the strategic direction for your team's customer engagements, coach CSMs to be trusted AI advisors, and own retention outcomes across a growing book of enterprise business. This is a role for a leader who understands how to guide and bring high-value customer outcomes to life - and how to build the team to do it at scale. What you'll do - Lead and develop your team - Lead, mentor, and grow a focused team of Strategic CSMs - setting a high-performance bar from day one, running disciplined 1:1s, and building a culture of trust, accountability, and urgency - Have hard performance conversations early and often; don't let issues linger - your team and your customers can't afford it - Coach CSMs to become trusted AI advisors and executive-level relationship owners who move fast and communicate with precision - Rally your team through ambiguity and change; be the steady hand and the honest voice when things shift - Own retention and growth outcomes - Own team-level GRR and NRR outcomes with a proactive lens on risk and expansion across a concentrated, high-stakes portfolio - Establish rigorous portfolio risk management - leveraging health signals, usage data, and relationship intelligence to surface and act on at-risk accounts before they become problems - Serve as the executive escalation point for your most critical accounts; mobilize cross-functional resources with speed and clear ownership - Maintain an acute awareness of the full portfolio at all times - nothing in your book should surprise you - Drive strategic value and C-level partnerships - Build and protect executive relationships at your customers with intensity - these accounts operate at C-suite and VP levels and require sustained, deliberate relationship investment - Guide your team in developing compelling value narratives that connect Moveworks investments to measurable enterprise outcomes and strategic AI roadmaps - Position yourself and your team as the definitive AI adoption partners for your portfolio - customers should see Moveworks as indispensable - Maintain field presence; show up, be visible, and bring your team with you - Build process and scale what works - Build the operating rhythm for the team: cadences, escalation frameworks, QBR standards, and account review processes - and hold the team accountable to them - Develop and evolve playbooks that establish best practices for the Strategic segment; document what works and drive adoption - Partner with Sales, Product, and Support to advocate for your customers and surface portfolio-level insights that influence roadmap and company priorities - Create and champion Customer Success stories that demonstrate AI-driven value from your portfolio Qualifications - 7+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS - with meaningful time spent at the enterprise or strategic tier - 2+ years directly managing a team of CSMs; ideally a smaller team of senior ICs rather than a large team of early-career CSMs - you know the difference and it shows in how you coach - Hands-on ownership of accounts at $1M+ in ARR - not just worked at a company that had them, but personally sat in the room, defended renewals, and navigated the complexity that comes with that level of relationship - Proven experience managing through a genuine customer crisis: an exec sponsor departure, a failed implementation, a competitive threat on a high-value renewal - and can speak specifically to how you handled it and what the outcome was - Demonstrated ability to build and sustain executive relationships at the C-suite and VP level, with a track record of becoming a trusted advisor that customers call proactively - not reactively - Experience influencing cross-functionally at a senior level - able to represent the portfolio with authority in front of executive leadership team and drive action without direct authority - Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes - A bias for action, a passion for operational excellence, and a genuine commitment to customer outcomes. You move fast, set a high bar, and bring the team with you. For positions in this location, we offer a base pay of $113,700 - $199,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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