This page contains the different roles within the Scale Customer Success Manager (CSM) path. Choose the relevant role you want to learn about.
You can also enter the “Professional Path” to access the relevant skills and resources (coming soon!).
The role of an entry-level CSM. In most cases, the individual will grow within different customer-facing positions in the company into the CSM role. At that level, the CSM will prove basic ability to manage a book of business (might be partial) through the different lifecycle stages. The CSM will become proficient in monday product, will prove the ability to build strong relationships (internally and externally), drive product adoption, and show a great sense of ownership.
Able to identify risks and opportunities.
Is clear, concise and confident in their delivery of Partnership Reviews and other sessions with customers.
The CSM will act as a great team player, will build great relationships internally with his/her peers in the CSM, Sales and CX teams.
Takes ownership of obtaining a high level of product knowledge through self-study, testing and participating in brainstorming sessions with team members.
Empowers customers to own their own solutions within monday.
The role of a Scale CSM who manages independently a full book of business of accounts in various stages of the lifecycle and of various levels of account size, health and usage.
The Scale CSM will develop strong product knowledge to implement advanced and varied types of use cases. The Scale CSM will manage his own portfolio using the different analytic tools and prioritization methods. The Scale CSM will build strong relationships with his peers and colleagues from CS, and Sales departments while initiating discussions and brainstorming sessions to optimize solutions for our clients.
Strategically coordinates account research and outreach to consistently schedule strategic touchpoints with Light/Premium accounts at the right time during the customer lifecycle.
Conduct the relevant strategic touch-points in a way that adds value for the customers and stakeholders present for the call – is clear, concise and confident in their delivery and meets expectations on all Gong Scorecards.
The Scale CSM will act as a great team player and will build great relationships internally with his/her peers in the Scale CSM, sales and CX teams. The Scale CSM will work with the team to brainstorm complex problems and to increase professional team collaborations.
Takes ownership of obtaining a high level of product knowledge through self-study, testing and participating in brainstorming sessions with team members.
Demonstrates ability to accomplish customer and team goals. Ability to create high-value workflows for customers that move the needle on adoption.
The role of an Experienced Scale CSM who independently manages a full book of business of accounts in various stages of the lifecycle and of various levels of account size, health, and usage. In that role, the Scale CSM is expected to make a larger impact both internally and externally – manage independently complex processes, be a product expert, help peers, and have a positive impact on the team by leading short-term side projects. *Can also assume “Lead” position.
Demonstrates an understanding of customers’ business to recommend and help accomplish goals.
Is responsive and clear with external and internal communication when asking or responding to questions.
Leads initiatives that require collaboration across multiple teams.
Has a high level of product knowledge in all areas of the product.
Works on projects to contribute to processes and resources being used by broader teams than just Scale team (CSG, Sales, Product, Enablement, etc).
Not defined yet.
Not defined yet.
This role is not yet available.
This role is not yet available.
This role is not yet available.