FAQs
What is the main objective of the Director, Customer Success role at monday.com?
The main objective is to lead a team of Customer Success Managers (CSMs) focused on the success, adoption, and retention of our Mid-Market customer base, while partnering with Account Management leadership on growth goals.
What experience is required for this position?
Candidates should have 7+ years of experience in Customer Success or Account Management, with a strong track record working with Mid-Market to Enterprise-level B2B SaaS clients, and 3+ years of experience in 2nd line+ management.
What skills are important for the Director, Customer Success role?
Important skills include strong communication and relationship-building abilities, a strategic mindset with a passion for using data, a deep understanding of success methodologies, and experience collaborating with cross-functional partners like Sales, Product, and Support.
How does monday.com foster a customer-first mindset?
monday.com fosters a customer-first mindset by defining clear criteria for customer value delivery and ensuring that customer feedback influences product development and service offerings.
What does the compensation package look like for this role in New York City?
The compensation range for New York City-based hires is $210,000 - $260,000 base salary, along with opportunities for discretionary bonuses and/or equity based on the company's plans.
Is there a focus on employee development within the Customer Success team?
Yes, the role emphasizes managing, coaching, and inspiring a group of experienced CSMs, creating growth paths, career development plans, and fostering a feedback-driven culture.
What is the working environment like at monday.com?
monday.com promotes a fast-paced, high-growth environment where employees are empowered to take initiative, drive outcomes, and contribute to the company's culture and success.
How does the Director, Customer Success interact with other teams at monday.com?
The Director partners with Product, Sales, and Services teams to bring customer feedback into product development, influence the Customer Success model, and enhance overall customer experience.
What types of metrics are used to assess customer health?
Metrics may include lifecycle touch points, value frameworks, and specific customer health indicators, with a focus on using data to proactively identify risks and opportunities.
Is the role specific to a certain geographical area?
While the role is focused on North America, particularly for the Mid-Market customer base, monday.com values inclusivity and diverse talent regardless of location. Compensation may vary based on the cost of labor in different regions.