Customer Success Manager

monday.com; Paris; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

monday.com in Paris is seeking a seasoned Customer Success Manager to lead enterprise clients in deploying AI-enabled workflows and governance. You will act as a trusted technical advisor, guiding customers from onboarding through expansion while driving measurable business value and platform adoption.

You will collaborate with product and engineering to translate feedback into roadmap alignment, manage complex stakeholder relationships, and champion AI-first workflows across diverse teams.

Qualifications

• , 5+ years in Customer Success or similar hands-on client-facing SaaS role.
• - Proven track record deploying and configuring software solutions for clients.
• - Passion for technology and AI with quick learning of new products.
• - Leadership in governance initiatives and platform audits for performance.
• - Experience in strategic technical conversations with senior stakeholders.
• - Strong analytical and problem-solving skills.
• - Self-starter, proactive, able to manage initiatives independently.
• - Understanding enterprise software ecosystems and integrations.
• - Exceptional communication and stakeholder relationship skills.
• - Experience in global teams for international companies.

Responsibilities

• Act as product master and trusted technical advisor, helping customers build and optimise workflows.
• Lead hands-on implementation of AI-powered use cases and workflows at customer sites.
• Conduct architecture reviews to ensure scale, performance, and governance alignment.
• Articulate ROI and value of AI capabilities to customers and internal teams.
• Drive retention, renewals and ARR growth through proactive portfolio management.
• Collaborate with product/engineering to reflect customer feedback and roadmap needs.

Skills

Customer Success

SaaS

AI tools

Stakeholder management

Governance

Account planning

Enterprise software

Relationship building

Tools

AI tools

Job description

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.

About The Role

As a CSM at monday.com, you will be a product master and trusted technical advisor, helping our customers build, optimise and scale their workflows. You’ll focus on the practical application of our platform, directly improving how customers work every day, including how they adopt and operationalise monday.com’s growing suite of AI capabilities.

Please note that this is a hybrid position with three days/week in our Paris office.

You’ll have a strong impact on our customers’ success by:

Product & AI Expertise

• Being a product and AI expert - master the technical aspects of our platform, including AI features, agents, and automations, to help enterprise customers solve complex business cases and define their unique setup with monday.com.

• Operating AI-first - personally use AI tools to maximise your own efficiency every day: prepare for customer conversations using AI-generated research and account insights, automate routine tasks, and model the same AI-first working practices you help customers adopt.

Technical Implementation & Governance

• Driving technical hands-on implementation - work directly with customers to set up and deploy new use cases, including AI-powered workflows, that solve real business challenges. You discover, plan and build things, not just recommend them.

• Leading AI & Workflow Enablement - lead architecture reviews to ensure scale, performance, and alignment with customer goals, and lead governance initiatives around AI and workflow orchestration.

Value & Workflow Optimisation

• Demonstrating value - clearly articulate the value of new and existing use cases, connecting their benefits directly to the customer’s business goals. Help customers see the ROI of monday.com’s AI capabilities in terms that resonate at every level of their organisation.

• Optimising customer workflows - help customers improve their existing processes on the platform, identifying where AI automations and agents can increase efficiency, reduce manual work, drive deeper adoption and grow value. Conduct platform audits, share best practices, and document success criteria to drive performance, resiliency, and alignment to business outcomes.

Strategic Engagement

• Acting as a trusted technical advisor - engage in strategic c-suite level conversations, helping customers prioritise and unblock technical challenges throughout their lifecycle with monday.com.

• Acting as the Voice of the Customer - collect and share customer feedback, including on AI feature adoption and gaps, with our product and engineering teams to help inform future development.

Retention, Growth & Risk Management

• Ensuring retention and growth across your book - proactively manage your portfolio to ensure long-term customer satisfaction, successful renewals and ARR growth. Building the kind of operational dependency that makes renewal conversations straightforward.

• Proactively addressing risks - identify and mitigate potential churn risks by ensuring customers are consistently deriving value from the platform and monitoring data signals across your portfolio.

Your Experience & Skills

• 5+ years of experience as a Customer Success Manager, Technical Customer Success or similar client-facing, hands‑on role at a SaaS company.
• Proven track record of implementing and configuring software solutions for clients, including hands‑on platform deployment and architecture.
• A passion for technology and AI, with the ability to quickly learn and master new products, including hands‑on experience with AI tools in your day‑to‑day work.
• Demonstrated ability to lead technical governance initiatives and platform audits, sharing best practices to drive performance, resiliency, and deeper adoption.
• Experience engaging in strategic technical conversations with senior stakeholders (c-suite level), acting as a trusted advisor who can bridge business and technical outcomes.
• Strong analytical skills with the ability to diagnose issues, interpret data, and provide practical solutions.
• A creative, self‑starter mentality with the ability to manage initiatives independently in a fast‑paced environment.
• Strong understanding of how enterprise businesses operate and how they integrate software tools.
• Exceptional communication and interpersonal skills, with a talent for building strong relationships across a variety of internal and external stakeholders.
• Experience building and executing account plans to drive adoption and ensure long-term customer success.
• Experience working in a global team for an international company.