Job description

About the Role

We are looking for a Customer Success Representative who views customer success as consulting rather than support.

You will be responsible for managing a portfolio of customers, acting as their trusted advisor to ensure they achieve measurable business outcomes through our solutions. Your success will be measured primarily by your ability to retain and grow your customer portfolio through proactive engagement, strategic consulting, user adoption, and identifying expansion opportunities.

Although your primary portfolio will consist of our customers, you will also be expected to support clients across our broader technology partnerships when required.

This role is ideal for someone who enjoys understanding business processes, solving operational challenges, and helping customers maximize the value of SaaS platforms

Customer Success & Consulting

● Own and manage an assigned portfolio of customer accounts.

● Build trusted relationships with key stakeholders and become their strategic advisor.

● Develop and maintain Customer Success Plans aligned to each customer's business objectives.

● Conduct regular Business Reviews and Success Reviews.

● Drive user adoption through training, enablement, and ongoing consultation.

● Proactively identify risks and execute retention strategies before issues arise.

● Monitor customer health and engagement to improve long-term success.

● Ensure customers continuously realize measurable value from their investment.

Revenue Retention & Growth

● Own the revenue retention performance of your assigned portfolio.

● Drive renewals through proactive customer engagement.

● Identify expansion opportunities including:

○ Additional licenses

○ New products

○ Professional Services

○ Additional departments or business units

● Work closely with Sales on commercial opportunities while maintaining a consultative relationship with customers.

Solution Consulting

● Understand customer business processes and recommend improvements using modern SaaS solutions.

● Configure and optimize workflows on monday.com based on customer requirements.

● Support light implementation activities including:

○ Workflow configuration

○ Board setup

○ Dashboards

○ Automations

○ Basic integrations

● Collaborate with the Professional Services team on larger implementation projects.

Cross-Functional Collaboration

● Partner closely with Sales, Professional Services, Product Specialists, and Support teams.

● Escalate customer risks appropriately.

● Share customer feedback to improve our services and delivery.

Skills

We're looking for someone who naturally thinks like a consultant rather than an account manager.

You ask questions before offering solutions. You enjoy understanding how businesses operate and finding better ways for them to work. You're proactive, commercially aware, and passionate about helping customers succeed while contributing directly to the growth and retention of the business.

If you enjoy building long-term relationships, solving operational challenges, and delivering measurable customer outcomes, we'd love to hear from you.

Required Qualifications

● Minimum 2+ years of experience as a Customer Success Consultant within a SaaS company.

● Previous experience working within a consultancy, technology consulting firm, or implementation partner.

● Proven track record of:

○ Customer retention

○ Revenue retention

○ Renewals

○ Upselling and cross-selling

● Experience managing a portfolio of B2B customers.

● Strong understanding of SaaS customer lifecycle management.

● Excellent stakeholder management and communication skills.

● Strong business process analysis and problem-solving abilities.

● Comfortable leading customer meetings with senior stakeholders.

● Self-motivated and capable of working effectively in a remote environment.

Preferred Qualifications

● Experience with CRM, Work Management, or ERP platforms.

● Experience configuring SaaS platforms without requiring software development.

● Familiarity with workflow automation concepts.

● Experience working with Professional Services or implementation teams.

● Knowledge of integrations and automation platforms such as Make, Zapier, or similar is advantageous.