At 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. The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering teams to fulfill their goals. By being experts of the monday.com platform, we are able to provide a unique level of consultation and inspiration to our customers. We are an energetic, empathetic and passionate team that enjoys collaboration, taking on new challenges, and “failing forward” together in this dynamic environment. Please note this is a hybrid role in our Mexico City office. About the role: As a Technical CSM, you’ll go beyond just managing accounts, and become the architect of digital evolution. You will bridge the gap between business goals and technical execution, acting as a strategic consultant for our most ambitious B2B clients. Your core mission is to move customers beyond "tool adoption" and into "business transformation" by consulting on how to power mission critical workflows with monday.com’s AI platform. - Champion AI-Led Transformation: Act as the primary advisor on how clients can leverage our AI suite to automate manual workflows, generate insights, and scale their internal operations. - AI Consulting: Develop a deep sense of client trust and problem-solving first through technical aptitude and thorough, in-and-out knowledge of monday’s platform, reducing the barrier and uncertainty about how AI can exponentially improve the client’s ability to achieve their designated outcomes. - Strategic Architecture: Empower customers to connect complex business challenges with sophisticated, automated solutions within the platform. - Drive Organizational Change: Navigate client organizations to uncover high-impact opportunities for digital transformation and AI adoption. - Data-Driven Growth: Leverage behavioral data and product usage insights to develop communication strategies that drive expansion and technical maturity at scale. - High-Level Technical Enablement: Lead deep-dive consultations and technical workshops that move beyond "how-to" and focus on "how-to-scale." - Voice of the Future: Represent the technical voice of the customer to our Product and Engineering teams, influencing the roadmap for AI and integration features. - Cross-Functional Partnership: Collaborate with Consulting and Product teams to identify upsell and expansion opportunities rooted in technical solutioning. Requirements: - 3+ years of experience in B2B SaaS Customer Success, Technical Account Management, or Implementation Consulting. - Technical Literacy: You understand how APIs work, how data flows between systems, and how to troubleshoot integration logic. - AI Curiosity: A deep interest in the generative AI landscape and a proven ability to translate AI capabilities into tangible business value. - Change Management DNA: Experience guiding large organizations through software transitions or process overhauls (Transformation Management). - Executive Presence: Superb communication skills with the ability to establish technical credibility with stakeholders and C-suite executives. - Analytical Mindset: You enjoy using data to segment business books and identify the next "big win" for your clients. - Adaptability: A positive, high-energy attitude with the ability to thrive in a fast-paced, evolving technical environment. - Bonus: Prior experience in strategy consulting or a background in business process mapping. 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.

• Respond to client questions through email and support channels • Set up measurement for campaigns across advertisers, agencies, and publishers • Monitor performance and troubleshoot issues before they affect reporting • Lead Zoom trainings to help clients navigate the platform and understand their campaign performance • Build spreadsheets that simplify complex datasets for reporting and insights • Support QA efforts to make sure the data going to clients is accurate • Partner with the rest of the team to improve processes as our client base grows

• Own customer issues across fiat and crypto transactions from first contact to resolution, ensuring customers get timely, accurate, and empathetic support. • Handle account, transaction, verification and product related queries while meeting agreed SLA and quality expectations. • Track recurring customer pain points, onboarding drop-offs, inactivity patterns and repeat complaints that may signal churn or low engagement. • Contribute to customer health and retention reporting by turning support interactions and behavioural patterns into useful insights. • Surface bugs, transaction failures, recurring complaints, and operational gaps quickly and clearly to the right internal teams. • Work closely with Product, Engineering and Compliance to investigate customer-impacting issues and move them to resolution. • Contribute to improvements in workflows, support content, SOPs and internal documentation based on recurring customer friction.

• Du führst Demo-Calls durch, in denen du aktiv zuhörst, die Bedürfnisse unserer Kund:innen im E-Commerce - und SaaS-Bereich verstehst und passende Lösungen ableitest • Du bearbeitest eigenverantwortlich Support-Tickets und findest schnelle, kundenorientierte Lösungen • Du arbeitest eng mit unserem Onboarding- & Automation-Team zusammen, um Kundenzufriedenheit sicherzustellen und unsere Lösungen stetig weiterzuentwickeln • Du erstellst eigenständig Content wie Blogartikel, Templates oder Hilfeseiten und unterstützt aktiv bei der Umsetzung unserer KI- & Content-Strategie.