Customer Engagement Manager

Be Part of Something Transformative

This is a unique opportunity to join a new and innovative team within the Tech Touch organization at monday.com, where you’ll help shape the future of how we drive growth retention at scale for SMB accounts.

The Tech Team is built of product experts focused on driving gross retention by delivering exceptional experiences and guiding customers to discover and adopt high-impact use cases that turn product potential into real-world outcomes.

Our team is actively being built—we’re laying the foundation for what a world-class, scalable retention function looks like within monday.com’s new Tech Touch organization.

We’re redefining proactive customer engagement with a mix of AI-powered insights, human connection, and fast experimentation and we’re looking for highly skilled, curious, adaptable and customer-obsessed people to join us on that journey.

This is not a typical Customer Success role. You won’t own a fixed book of customers. Instead, you’ll be part of a brand-new team with a unique mission: to deliver impactful customer experiences at scale to support long-term retention.

What You’ll Do

• Deliver Exceptional Customer Service and Drive Retention: Engage customers through inbound tickets and targeted outreach via chat, email, calls, and video. Combine fast, high-quality consultative, value-driven conversations to remove blockers, boost adoption, and help users realize long-term value from monday.com.
• Support Commercial Growth Through Product Expertise: Leverage your deep product knowledge to help customers discover impactful new ways to use monday.com. Contribute directly to revenue growth through upsell and cross-sell—not by hitting sales targets, but by building trust, guiding adoption, and enabling long-term success.
• Lead Purposeful Discovery to Unlock Real Impact: Go beyond surface-level conversations by running thoughtful, strategic discovery sessions. Quickly uncover what matters most to your customers and use those insights to guide them toward meaningful, tailored solutions with monday.com.
• Build & Present Strategic Use Cases: Help customers visualize success by designing and presenting clear, relevant workflows and use cases that map directly to their needs.
• Contribute to Building the Team and Function: As a core member of a small, agile team, you’ll help shape our playbook, test new retention approaches, and lead cross-functional projects that support the team’s growth and structure.
• Support Scaled Engagement Initiatives: Take part in and occasionally lead digital engagement initiatives such as CS Office Hours, webinars, or targeted campaigns.

What We’re Looking For

• You have 2+ years of experience in a Customer Success B2B SaaS role, ideally supporting SMB or mid-market customers at scale.
• You’re experienced in working across many customer engagements simultaneously, identifying needs quickly, and delivering value through targeted, high-impact interactions rather than long-term account management.
• You demonstrate a proactive approach, are comfortable in fast-paced, dynamic environments, and can adapt quickly as priorities shift, all while staying focused on delivering value.
• You have hands-on experience working with SaaS products and feel comfortable navigating technical tools, settings, and workflows. You pick up new systems quickly and can understand product behavior in order to support and guide customers effectively.
• You’re data-driven and systems-savvy, confident using CRM tools and product data to inform your decisions and strategies.
• You’re a clear, confident communicator who builds trust quickly with customers. You know how to make users feel heard, supported, and confident in their journey, translating needs into meaningful actions that drive retention, adoption, and long-term value.
• Eager to Learn and Grow, you’re curious, open-minded and seek out opportunities to learn and develop. 
• You thrive in a global environment, you know how to collaborate well across cultures and regions. You're a strong team player who actively supports team goals, shares knowledge, and contributes to a smooth, aligned way of working.
• You have strong written and verbal communication in English, you can communicate clearly, professionally, and empathetically with customers and colleagues around the world.

Why Join Us?

This is a rare opportunity to help shape a brand-new function within a fast-growing, globally recognized company. monday.com is a top-rated SaaS platform with a massive and loyal customer base, known for its innovation, product excellence, and customer-centric culture.

From cutting-edge CX technologies to a culture of constant learning, this is the place to help build the future of how customers experience monday.com.

For New York City-based hires only: Compensation Range: $82,000-$95,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations.

Visa sponsorship for this role is currently not available.

monday.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.