Strategic Customer Success Team Manager

Reports to: Regional Vice President, Customer Success (EMEA & APJ)

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  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*

• AI‑First Transformation & Strategic Value
  • The “Transformational Consultant” Shift: Enable your team in the shift from traditional SaaS CS to becoming “Transformational AI builders” within the EM sphere. Lead the effort to translate monday’s AI‑first pitch into tangible workflows and business outcomes at scale for our largest accounts.
  • Executive Value Narratives: Personally partner and lead value narratives for C‑suite and Economic Buyers, proving ROI and strategic partnership through core outcome achievements.
• Scalable Governance & Stickiness
  • Enterprise Governance: Design and implement scalable governance, value, enablement and usage frameworks that ensure our use within our top customers drives mission‑critical outcomes.
  • Product Evolution Advocacy: Act as the critical link between EMEA’s largest customers and our global Product/Engineering teams. Collaborate closely with the VOC function with data‑backed feedback to influence the roadmap for scale, security, and enterprise readiness.
• Operational Excellence & Cross‑Functional Leadership
  • Cross‑Functional Alignment: Partner closely with counterparts such as the Revenue organization and other CCO leaders to lead our global accounts motion into new heights as the company puts “upmarket” front and centre.
  • KPI Accountability: Own the P&L for your segment, with total accountability for Net Dollar Retention (NDR) and Gross Dollar Retention (GDR) across the EMEA Strategic cohort.
  • Customer‑Facing Accountability: Act as an executive and build, maintain, and scale relationships with our top accounts, buyers, champions, and key stakeholders.

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 life cycles. 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.

We believe in equal opportunity.
At , we believe everyone should feel they belong – exactly as they are. We’re an equal‑opportunity employer, committed to an open, accessible, and inclusive workplace free from discrimination or harassment of any kind.
All qualified candidates will be considered for employment, regardless of race, color, religion, nationality, sexual orientation, gender identity, age, marital status, pregnancy, family or parental status, disability, veteran status, or any other characteristic protected by law.
If you need support or accommodation during the hiring process, we’re here to help.

The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering teams to fulfill their goals. By being experts of the  platform, we are able to provide a unique level of consultation and inspiration to our customers. We are an energetic, empathetic and passionate team that enjoys teamwork and taking on new challenges in this dynamic environment.