Senior Customer Success Manager
Customer Success
We're hiring a Senior CSM to lead AI strategy across our most strategic Enterprise and Mid-Market accounts in ANZ. This isn't just retention management; It's a forward-deployed role built to reshape how monday.com goes upmarket — hands-on, technically deep, and embedded in the way our largest customers actually work.
Your job: move customers past "software adoption" and turn monday.com into a mission-critical, AI-first operating system for their business. You'll bridge our evolving product capabilities and the business outcomes executive buyers actually care about.
Location: Sydney. Hybrid — 3 days a week in-office.
About The Role
We're hiring a Senior CSM to lead AI strategy across our most strategic Enterprise and Mid-Market accounts in ANZ. This isn't just retention management; It's a forward-deployed role built to reshape how monday.com goes upmarket — hands-on, technically deep, and embedded in the way our largest customers actually work.
Your job: move customers past "software adoption" and turn monday.com into a mission-critical, AI-first operating system for their business. You'll bridge our evolving product capabilities and the business outcomes executive buyers actually care about.
Location: Sydney. Hybrid — 3 days a week in-office.
- Lead AI-led transformation. Be the trusted advisor on how customers use our AI suite to automate workflows, surface insights, and scale operations.
- Consult, don't pitch. Build deep technical credibility through end-to-end knowledge of the monday.com platform — and use it to remove the friction and uncertainty around AI adoption.
- Architect at the strategic level. Translate complex business problems into automated, scalable solutions inside the platform aligned to business goals.
- Drive organisational change. Navigate large customer orgs to uncover high-impact opportunities for digital transformation.
- Use data to grow accounts. Turn behavioural and product usage data into communication strategies that drive expansion and technical maturity.
- Run high-leverage enablement. Lead deep-dive consultations and workshops that move customers from "how-to" to "how-to-scale."
- Be the technical voice of the customer. Influence the Product and Engineering roadmap on AI and integrations based on what you see in the field.
- Partner cross-functionally. Work closely with Sales, Professional Services, and Product to identify expansion opportunities rooted in technical solutioning.
- Own the customer relationship. Build, maintain, and scale relationships with executives, champions, and key stakeholders across your book.
Your Experience & Skills
- 5+ years in B2B SaaS Customer Success, Technical Account Management, or Implementation Consulting.
- Technical and AI fluency. Deep understanding of AI implementation lifecycles. You can speak to technical architects and C-suite executives in the same conversation.
- Genuine AI curiosity. You follow the generative AI space closely and can translate capability into business value.
- Complex account experience. Track record managing large customers with sophisticated security, integration, and change management needs.
- Change management DNA. You've guided organisations through major software transitions or process overhauls.
- Executive presence. Strong communicator who builds technical credibility with senior stakeholders.
- Analytical mindset. You use data to segment your book and spot the next big win.
- Adaptability. High-energy, comfortable in fast-paced, evolving environments.
Bonus: Strategy consulting background or experience in business process mapping.
What’s In It For You?
- Competitive Salary & Perks: We take care of our people with top-tier benefits and a vibrant Melbourne office culture.
- A Seat at the Table: Your feedback directly impacts our product roadmap.
- World-Class Enablement: Ongoing coaching and access to the best tools in the industry to ensure you succeed.
- The "Monday" Magic: Join a high-performance team that actually enjoys working together in a flexible, hybrid environment.
Ready to build the future of work? We’d love to meet you.
We believe in equal opportunity.
At monday.com, we believe everyone should feel they belong - exactly as they are. We’re an equal opportunity employer, committed to an open, accessible, and inclusive workplace free from discrimination or harassment of any kind.
All qualified candidates will be considered for employment, regardless of race, color, religion, nationality, sexual orientation, gender identity, age, marital status, pregnancy, family or parental status, disability, veteran status, or any other characteristic protected by law.
If you need support or accommodation during the hiring process, we’re here to help.
At monday.com, we believe everyone should feel they belong - exactly as they are. We’re an equal opportunity employer, committed to an open, accessible, and inclusive workplace free from discrimination or harassment of any kind.
All qualified candidates will be considered for employment, regardless of race, color, religion, nationality, sexual orientation, gender identity, age, marital status, pregnancy, family or parental status, disability, veteran status, or any other characteristic protected by law.
If you need support or accommodation during the hiring process, we’re here to help.
Meet the Customer Success team
The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering teams to fulfill their goals. By being experts of the monday.com platform, we are able to provide a unique level of consultation and inspiration to our customers. We are an energetic, empathetic and passionate team that enjoys teamwork and taking on new challenges in this dynamic environment.
