Senior Customer Success Manager

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?

• Competitive Salary & Perks: We take care of our people with top-tier benefits and a vibrant Melbourne office culture.
• A Seat at the Table: Your feedback directly impacts our product roadmap.
• World-Class Enablement: Ongoing coaching and access to the best tools in the industry to ensure you succeed.
• The "Monday" Magic: Join a high-performance team that actually enjoys working together in a flexible, hybrid environment.

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