Job Description
Customer Success Manager (CSM)
Trusted monday.com advisor driving adoption, retention, and growth
Location - Hybrid - Birmingham/ Reading
Reports To - Existing Business Team Lead
Type - Full-time, Permanent
Level - Customer Success
The Role
As a Customer Success Manager specialising in monday.com, you'll be a trusted advisor to our clients, focused on building strong relationships, driving product adoption, and ensuring they achieve their business goals. You'll leverage your expertise in the monday.com platform to provide valuable guidance, strategic insights, and ongoing support. Your primary focus is on maintaining and increasing Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) by proactively managing the customer journey, identifying opportunities for growth, and mitigating churn and downgrades. You'll partner closely with the AM team to deliver
a joined-up experience across the customer base.
What You'll Do
- Build and maintain strong relationships with a portfolio of clients to understand their unique needs and ensure their success with monday.com
- Serve as the primary point of contact and liaison between clients, The SaaSy People, and monday.com
- Empower customers to connect their business goals and challenges with the solutions offered by monday.com
- Analyse client data to identify trends, segment your book of business, and develop communication and engagement strategies to maximise impact and drive NRR and GRR
- Proactively engage with clients to ensure they are fully utilising the platform and realising its full potential
- Develop, own, and execute customer success and engagement plans tailored to individual customer needs and objectives
- Navigate client organisations to identify additional use cases for monday.com, uncover expansion opportunities, and foster strategic partnerships
- Run regular QBRs and health reviews with assigned accounts
- Collaborate with Expert Services to identify customers who require technical implementation, custom delivery work, or Managed Services
- In this role, your success will be evaluated based on a combination of individual outputs, team collaboration, and overall business impact
What We're Looking For Minimum Requirements
3+ years of experience in B2B SaaS customer success, account management, or consulting, working with clients of varying sizes
Demonstrated ability to maintain and grow Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
Excellent written and verbal communication skills, with the ability to articulate complex information clearly and concisely
Strong initiative and the ability to adapt quickly to changing priorities
Strong customer-facing and presentation skills, with the ability to build credibility and rapport with stakeholders at all levels
Demonstrated technical skills to be able to demo and build within client monday.com accounts
Computer literate with experience in Google Workspace
Nice to Have
- Experience with monday.com is highly desirable
- Prior experience in strategy consulting
- Awareness of project management methodologies
- Motivated to learn and improve with the support of colleagues
Compensation & Benefits
Base Salary - £30,000 to £38,000 per annum
Bonus - Up to £4,000 annual bonus tied to NRR and GRR, expansion ARR, and success plan completion
OTE - £34,000 to £42,000
Location - Hybrid, Birmingham/ Reading office with flexibility
Schedule - Monday to Friday, 9am to 5:30pm
Equipment - Choice of Laptop provided (Windows or Mac)
Additional Benefits
- Direct collaboration with leadership and monday.com partner representatives
- Clear career progression pathway: Associate CSM to CSM to Senior CSM
- monday.com product training and certification opportunities
- Team socials and a collaborative, supportive culture
- Loyalty recognition scheme Flexible working
- Access to Perkbox employee benefits platform
- Choice of laptop (MacBook, Dell etc.)
- Personal development grant
- Volunteer day
Your Career Path
We've built a clear progression framework so you always know what's next. As you grow in this role, you'll develop the skills that set you up for success at every stage.
Level 1: Associate CSM
CSM Support adoption and retention across a Volume and Mid-Market book. Build foundational platform and customer success skills.
Level 2: CSM
Own a portfolio across Mid-Market and Volume. Drive adoption, retention, and expansion to deliver NRR and GRR targets.
Level 3: Senior
Own Strategic accounts with complex, multi-product success plans, executive-level alignment, and the largest expansion plays.
Pay: £30,000.00-£38,000.00 per year
Application question(s):
- Do you have Strong customer-facing and presentation skills, with the ability to build credibility and rapport with stakeholders at all levels
- Do you have Monday.com experience?
- Do you have the ability to maintain and grow Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
- How many years of experience in B2B SaaS customer success, account management, or consulting, working with clients of varying sizes?
Work Location: Hybrid remote in Birmingham
