Customer Success Manager

Description
Our APJ team is growing and we are looking for an experienced Customer Success Manager to join us

As a CSM, you will manage a portfolio of customers in the ANZ region, helping them implement, roll out, and achieve ROI from the product suite.

You will be responsible for learning the customers' pain points, helping them plan how can help them, building the workflows and dashboards using our latest AI capabilities, and rolling out business-critical, enterprise-grade solutions.

The ideal candidate for this role will possess a profound comprehension of how project management processes are planned and executed within enterprise environments and the ability to build and configure our product to solve endless real-world business problems.

In addition to their product proficiency, the successful candidate will have exceptional relationship skills, adept at fostering strong, lasting relationships with customer teams. They will serve as a trusted partner, engaging directly with users to identify their challenges, build tailored solutions, and drive the adoption of our platform to achieve their business goals.

Furthermore, the candidate will be committed to data-driven decision-making and the use of various AI tools to collect, analyse, and interpret data on platform usage and adoption.

About The Role
As a CSM, you will be a product master, helping our customers build and optimize their workflows. You'll focus on the practical application of our platform, directly improving how our customers work every day. You'll have a strong impact on our customers' success by:

• Being a product expert: Master the technical aspects of our platform to help enterprise customers solve complex business cases by defining their unique setup with and ensuring there is a clear end-user training plan for those workflows
• Driving hands-on implementation: Work directly with customers to set up and deploy new use cases that solve their business challenges.
• Optimizing customer workflows: Help customers improve their existing processes on the platform to increase efficiency, integrate monday with their existing tech stack and drive adoption.
• Demonstrating value: Clearly articulate the value of new and existing use cases, connecting their benefits directly to the customer's business goals.
• Ensuring retention and renewals: Proactively manage your portfolio to ensure long-term customer satisfaction and successful renewals.
• Acting as the Voice of the Customer: Collect and share customer feedback with our product and engineering teams to help inform future product development.
• Proactively addressing risks: Identify and mitigate potential churn risks by ensuring customers are consistently deriving value from the platform and monitoring many data sources.
• Leveraging AI to maximize efficiency in the CSMs' work and for our customers' business processes.

Requirements

• 3+ years of experience as a Customer Success Manager or a similar role at a SaaS company.
• Proven experience in a hands-on customer success role.
• Strong analytical skills with the ability to diagnose issues, interpret data, and provide solutions.
• A creative, self-starter mentality with the ability to manage initiatives independently in a fast-paced environment.
• Strong understanding of how medium/big businesses operate
• Exceptional communication and interpersonal skills, with a talent for building strong relationships with a variety of stakeholders.
• Experience helping customers deploy and see the value of the products they have purchased.
• A passion for technology and AI and a proven ability to quickly learn and master new products.
• Experience with building and executing account plans to drive adoption and ensure long-term customer success.
• Experience working in a global team for an international company.
• Excellent written and verbal communication skills.