Customer Success Manager - Enterprise Accounts

As a Customer Success Manager (CSM) at our company, based in Pune, you will play a crucial role in managing and expanding our enterprise client base who use monday.com. Your responsibilities will include: - **Account Management & Growth:** - Taking ownership of post-sales relationships to ensure customer satisfaction, retention, and growth. - Driving renewals, expansions, and upgrades within your portfolio. - Identifying cross-sell and upsell opportunities by understanding client needs and usage. - **Customer Engagement & Advocacy:** - Leading customer onboarding, training, and regular check-ins to drive adoption and value realization. - Conducting Executive Business Reviews (EBRs) and strategy sessions with key stakeholders. - Acting as a strategic advisor to help clients align monday.com with their project and business objectives. - **Collaboration & Delivery Support:** - Working closely with the delivery team to translate business requirements into solution implementation plans. - Coordinating with the pre-sales team for tailored demos and enablement sessions. - Serving as a liaison between customer needs and internal teams to ensure successful project delivery. - **Customer Support & Advocacy:** - Being the first line of escalation for customer issues and coordinating with technical teams for resolution. - Proactively identifying usage gaps, adoption risks, and providing success plans to mitigate churn. - Building 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. In addition to the exciting responsibilities and challenges of this role, we offer you: - An opportunity to work with a high-growth SaaS platform that is revolutionizing work management. - A collaborative team culture that is dedicated to client success and value delivery. - Learning and development support to fuel your continuous growth. If you are ready to take on the role of a Customer Success Manager and be a part of our Sales team as a Manager, we look forward to your application.,