Job Title : Customer Success Manager – Enterprise Accounts
Location : Pune
Experience : 6–10 years
Type : Full-time
About the Role :
We are looking for a proactive and experienced Customer Success Manager (CSM) to manage and grow our portfolio of enterprise clients using monday.com . This role is critical in ensuring customer satisfaction, successful onboarding, adoption, and long-term retention. You will act as the bridge between clients and our internal teams — sales, pre-sales, and delivery — while owning key metrics like renewals, expansions, and customer advocacy.
Key Responsibilities :
Account Management & Growth
- Own post-sales relationships with enterprise customers to ensure satisfaction, retention, and growth
- Drive renewals , expansions , and upgrades across your portfolio
- Identify cross-sell and upsell opportunities through a deep understanding of client needs and usage
- Manage guest user bases and strategize potential conversion paths into paying licenses
Customer Engagement & Advocacy
Lead customer onboarding, training, and regular check-ins to ensure adoption and value realizationConduct Executive Business Reviews (EBRs) and strategy sessions with key stakeholdersAct as a strategic advisor to help clients align monday.com with their project and business objectivesCollaboration & Delivery Support
Work closely with the delivery team to translate business requirements into solution implementation plansCoordinate with the pre-sales team for tailored demos and enablement sessionsServe as a liaison between customer needs and internal teams to ensure successful project deliveryCustomer Support & Advocacy
Serve as the first line of escalation for customer issues and coordinate with technical teams for resolutionProactively identify usage gaps, adoption risks, and provide success plans to mitigate churnBuild strong relationships with C-level executives , project managers, and key decision-makersRequired Skills & Experience :
6–10 years of experience in Customer Success / Account Management roles, preferably in SaaS or project management platformsProven track record of renewals, expansions, and upsells within enterprise client basesStrong communication, presentation, and negotiation skills, especially with C-level stakeholdersHands-on experience in driving strategic initiatives and customer success programsAbility to handle complex client scenarios and act as a trusted advisorFamiliarity with tools like monday.com , Salesforce, Gainsight, or similar platforms is a plusComfortable working across time zones and with global teamsWhat We Offer :
Opportunity to work with a high-growth SaaS platform transforming work managementCollaborative team culture focused on client success and value deliveryLearning and development support for continuous growth