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Senior Customer Success Manager
monday.com —Melbourne VIC
- Full-time
- Hybrid work
- AI
- Communication skills
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6h

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Senior Customer Success Manager

monday.com -
Melbourne VIC

Quick Apply

Job Details

Full-time
6 hours ago

Qualifications

B2B
SaaS
AI
Communication skills

Full Job Description

About monday.com

monday.com is the AI work platform powering the most ambitious teams. 250,000+ customers across departments use us to bring people, workflows, and AI agents together on one flexible platform where AI doesn't just assist, it executes. We move fast, build things that matter, and foster an ownership-driven culture where you're empowered to shape how organizations work and outpace their competition.

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: Melbourne. Hybrid — 3 days a week in-office.

About the role

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.

Requirements

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?

Join a customer-obsessed team where transparency and ownership are how we actually operate — not just things we put on a wall.
Work on a multi-product suite powered by advanced AI, where what you ship reaches hundreds of thousands of customers worldwide
Competitive salary, benefits, bonus potential, and equity eligibility for many roles — we believe people who build the product should share in its success
Grow fast through a dedicated L&D team, AI workshops, bootcamps, and internal hackathons — the industry moves quick and so do we
A collaborative, global culture backed by Employee Resource Groups and workplace teams across New York, Tel Aviv, London, Munich, Warsaw, Tokyo, Sydney, and more

Ready to build the future of work? We’d love to meet you.

Quick Apply

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