Customer Success Manager

Job Description

Job Title: Customer Success Manager – Enterprise Accounts Location: Pune Experience: 6–10 years Type: Full-time About the Role: We are looking for a proactive and experienced Customer Success Manager (CSM) to manage and grow our portfolio of enterprise clients using monday.com . This role is critical in ensuring customer satisfaction, successful onboarding, adoption, and long-term retention. You will act as the bridge between clients and our internal teams — sales, pre-sales, and delivery — while owning key metrics like renewals, expansions, and customer advocacy. Key Responsibilities: Account Management & Growth Own post-sales relationships with enterprise customers to ensure satisfaction, retention, and growth Drive renewals , expansions , and upgrades across your portfolio Identify cross-sell and upsell opportunities through a deep understanding of client needs and usage Manage guest user bases and strategize potential conversion paths into paying licenses Customer Engagement & Advocacy Lead customer onboarding, training, and regular check-ins to ensure adoption and value realization Conduct Executive Business Reviews (EBRs) and strategy sessions with key stakeholders Act as a strategic advisor to help clients align monday.com with their project and business objectives Collaboration & Delivery Support Work closely with the delivery team to translate business requirements into solution implementation plans Coordinate with the pre-sales team for tailored demos and enablement sessions Serve as a liaison between customer needs and internal teams to ensure successful project delivery Customer Support & Advocacy Serve as the first line of escalation for customer issues and coordinate with technical teams for resolution Proactively identify usage gaps, adoption risks, and provide success plans to mitigate churn Build strong relationships with C-level executives , project managers, and key decision-makers Required Skills & Experience: 6–10 years of experience in Customer Success / Account Management roles, preferably in SaaS or project management platforms Proven track record of renewals, expansions, and upsells within enterprise client bases Strong communication, presentation, and negotiation skills, especially with C-level stakeholders Hands-on experience in driving strategic initiatives and customer success programs Ability to handle complex client scenarios and act as a trusted advisor Familiarity with tools like monday.com , Salesforce, Gainsight, or similar platforms is a plus Comfortable working across time zones and with global teams What We Offer: Opportunity to work with a high-growth SaaS platform transforming work management Collaborative team culture focused on client success and value delivery Learning and development support for continuous growth