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. Our Amsterdam team is growing, and we are looking for an experienced Customer Success Manager to join us! As a CSM at monday.com, you will be a product master and trusted technical advisor, helping our customers build, optimise and scale their workflows. You’ll focus on the practical application of our platform, directly improving how customers work every day, including how they adopt and operationalise monday.com’s growing suite of AI capabilities. Please note, this role requires attending our Munich office 3 days a week* About the RoleYou’ll have a strong impact on our customers’ success by: Product & AI Expertise - Being a product and AI expert - master the technical aspects of our platform, including AI features, agents, and automations, to help enterprise customers solve complex business cases and define their unique setup with monday.com. - Operating AI-first - personally use AI tools to maximise your own efficiency every day: prepare for customer conversations using AI-generated research and account insights, automate routine tasks, and model the same AI-first working practices you help customers adopt. Technical Implementation & Governance - Driving technical hands-on implementation - work directly with customers to set up and deploy new use cases, including AI-powered workflows, that solve real business challenges. You discover, plan and build things, not just recommend them. - Leading AI & Workflow Enablement - lead architecture reviews to ensure scale, performance, and alignment with customer goals, and lead governance initiatives around AI and workflow orchestration. Value & Workflow Optimisation - Demonstrating value - clearly articulate the value of new and existing use cases, connecting their benefits directly to the customer’s business goals. Help customers see the ROI of monday.com’s AI capabilities in terms that resonate at every level of their organisation. - Optimising customer workflows - help customers improve their existing processes on the platform, identifying where AI automations and agents can increase efficiency, reduce manual work, drive deeper adoption and grow value. Conduct platform audits, share best practices, and document success criteria to drive performance, resiliency, and alignment to business outcomes. Strategic Engagement - Acting as a trusted technical advisor - engage in strategic c-suite level conversations, helping customers prioritise and unblock technical challenges throughout their lifecycle with monday.com. - Acting as the Voice of the Customer - collect and share customer feedback, including on AI feature adoption and gaps, with our product and engineering teams to help inform future development. Retention, Growth & Risk Management - Ensuring retention and growth across your book - proactively manage your portfolio to ensure long-term customer satisfaction, successful renewals and ARR growth. Building the kind of operational dependency that makes renewal conversations straightforward. - Proactively addressing risks - identify and mitigate potential churn risks by ensuring customers are consistently deriving value from the platform and monitoring data signals across your portfolio. Requirements - 5+ years of experience as a Customer Success Manager, Technical Customer Success or similar client-facing, hands-on role at a SaaS company. - Proven track record of implementing and configuring software solutions for clients, including hands-on platform deployment and architecture. - A passion for technology and AI, with the ability to quickly learn and master new products, including hands-on experience with AI tools in your day-to-day work. - Demonstrated ability to lead technical governance initiatives and platform audits, sharing best practices to drive performance, resiliency, and deeper adoption. - Experience engaging in strategic technical conversations with senior stakeholders (c-suite level), acting as a trusted advisor who can bridge business and technical outcomes. - Strong analytical skills with the ability to diagnose issues, interpret data, and provide practical solutions. - A creative, self-starter mentality with the ability to manage initiatives independently in a fast-paced environment. - Strong understanding of how enterprise businesses operate and how they integrate software tools. - Exceptional communication and interpersonal skills, with a talent for building strong relationships across a variety of internal and external stakeholders. - Experience building and executing account plans to drive adoption and ensure long-term customer success. - Experience working in a global team for an international company. - Fluency in Dutch and English is a must. 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.

We are looking for an experienced, customer-focused, and strategic Customer Success Manager to join our growing team. In this role, you will be responsible for managing a portfolio of customer accounts, ensuring successful onboarding, driving product adoption, improving customer satisfaction, and maximizing customer retention. You will act as the primary point of contact for clients, developing trusted relationships while collaborating with cross-functional teams to deliver exceptional service and measurable business outcomes. The ideal candidate is an excellent communicator with strong relationship management, problem-solving, and project coordination skills. You should be passionate about helping customers achieve their goals while identifying opportunities to expand customer value through renewals, cross-selling, and upselling. Key Responsibilities * Manage a portfolio of customer accounts and serve as the primary contact throughout the customer lifecycle. * Lead new customer onboarding, implementation planning, account setup, and product training to ensure a successful launch. * Develop a thorough understanding of each customer's business objectives, workflows, and success metrics. * Build long-term relationships with key stakeholders by providing strategic guidance and proactive support. * Conduct regular customer check-ins, business reviews, and success planning meetings to evaluate progress and identify opportunities for improvement. * Monitor customer engagement, adoption rates, usage analytics, and account health to proactively reduce churn risk. * Identify customer challenges early and collaborate with Technical Support, Product, Engineering, and Sales teams to resolve issues efficiently. * Create customer success plans tailored to each client's goals and monitor progress toward achieving measurable outcomes. * Maintain detailed customer records, account activities, and communications within CRM and customer success platforms. * Track customer satisfaction using KPIs such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), retention rates, and renewal metrics. * Identify opportunities for account expansion by recommending additional products, services, or upgrades that align with customer needs. * Manage contract renewals and collaborate with the Sales team to support upselling and cross-selling initiatives. * Analyze customer feedback and provide actionable insights to Product Management and Leadership to improve products, services, and the overall customer experience. * Develop customer education materials, training resources, FAQs, and best practice documentation. * Prepare reports and presentations on customer performance, retention trends, revenue growth, and engagement metrics for senior management. * Stay informed on industry trends, competitor offerings, and customer success best practices to continuously improve service delivery. Required Qualifications * Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or a related field. * Minimum of 3 years of experience in Customer Success, Account Management, Client Services, Relationship Management, or a similar customer-facing role. * Proven track record of improving customer satisfaction, retention, and long-term account growth. * Strong knowledge of customer lifecycle management and customer success methodologies. * Excellent communication, presentation, negotiation, and interpersonal skills. * Experience managing multiple customer accounts simultaneously while meeting deadlines. * Proficiency with CRM systems such as Salesforce, HubSpot, Microsoft Dynamics 365, or Zoho CRM. * Experience using customer success platforms such as Gainsight, ChurnZero, Totango, or Planhat is preferred. * Strong analytical skills with the ability to interpret customer data, identify trends, and make data-driven recommendations. * Proficiency in Microsoft Office Suite, Google Workspace, and collaboration tools such as Slack, Microsoft Teams, and Zoom. Preferred Skills * Experience working in SaaS, technology, healthcare, finance, telecommunications, or professional services. * Knowledge of customer onboarding, implementation management, and change management practices. * Strong project management and organizational skills. * Ability to influence decision-makers and build executive-level customer relationships. * Highly organized with exceptional attention to detail and time management skills. * Self-motivated, adaptable, and capable of working independently in a remote or hybrid environment.

• Plan and launch CRM campaigns across Email, SMS, and Push for Casino and Sportsbook; • Manage the promo calendar, including bonuses, free bets, tournaments, and gamification; • Drive player activation, retention, and reactivation; • Build customer segments based on behavioural and transactional data; • Run A/B tests to improve engagement, conversion, and retention; • Track CRM performance and key metrics such as GGR, retention, and ARPU; • Work with CRM automation tools such as Optimove, Smartico, Customer.io, or similar; • Collaborate with Product teams on new GEO launches and product updates; • Suggest improvements for CRM systems and processes; • Take ownership of CRM processes and help them scale.

• Manage a portfolio of customers across the lifecycle (post-implementation to renewal and expansion) • Meet and exceed overall customer gross and net retention goals with assigned customers • Contribute to retention and identify opportunities for growth within your portfolio • Support renewal and expansion conversations in collaboration with Sales, Services and Renewals teams • Act as the voice of the customer internally and ensure feedback is shared across teams • Execute 1:many customer engagement programs (e.g., webinars, office hours, onboarding and adoption journeys) • Support development of repeatable playbooks and scaled engagement models • Contribute to scalable onboarding, adoption, and retention initiatives across customer segments • Use CRM and Customer Success Platform to manage customer activity and priority actions • Analyze customer data to identify trends, risks, and opportunities • Leverage templates, automations, and campaigns to improve efficiency and consistency • Suggest improvements to processes, programs, and ways of working that positively impacts customer experiences