Reports to: Regional Vice President, Customer Success (EMEA & APJ)
The Opportunity
We are looking for a high-impact leader to spearhead our Strategic & Global Accounts team in EMEA. This isn't a traditional "retention management" role; it is an EMEA leadership role that will help us transform the way we go Upmarket as a company.
You will lead a team of Senior/Principal CSMs managing our most complex, high-ARR global accounts. Your mission is to move beyond "software adoption" and turn monday.com into a mission-critical, AI-first engine for the world’s largest enterprises by bridging the gap between our product’s evolving capabilities and the measurable business outcomes our executive buyers demand.
Experience & Requirements
● 10+ Years in SaaS: Extensive experience in Customer Success or Professional Services, with at least 5 years leading teams in the Strategic/Enterprise space.
● Complex Dynamics: Proven track record of managing global accounts with complex security, integration, and change management needs.
● Technical & AI Fluency: A deep understanding of AI implementation lifecycles. You must be able to speak the language of both technical architects and C-suite executives.
● Cross-Functional Influence: Demonstrated ability to influence teams you don't directly manage (Sales, Product, and Solutions) to resolve customer friction.
Success Measures (KPIs)
● Retention and Growth: Regional NDR and GDR for Strategic accounts. ● AI first: Percentage of accounts successfully adopting AI-first workflows and service models.
● Product roadmap influence through feedback, customer interactions and needs assessments of our largest accounts.
