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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.
Please note, this role requires attending our London office 3 days a week*
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.
