CS PDP

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!).

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Renewal Team
Implementation Consultant
High Touch CSM
Scale CSM

Choose the roles

Associate Scale CSM
Scale CSM
Senior Scale CSM
IC Path
Senior Principal Scale CSM (N/A)
Strategic Scale CSM (N/A)
Management Path
CS Team Leader (N/A)
CS Group Leader (N/A)
Director of Customer Success (N/A)

Choose the competencies

All
Ownership
Communication
Teamwork and Collaboration
Product Knowledge
Impact

Associate Scale CSM

Professional Path

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.

Ownership

Able to identify risks and opportunities.

Behaviors

  • Prioritizes accounts based on relevant data (prioritization score, MAPP potential, etc.)
  • Conducts consistent outreach with customers following the outreach cycle
  • Conducts relevant sessions to understand customer goals and creates success plans to drive toward outcomes
  • Has a firm grasp of what channels to seek guidance on more difficult customer circumstances (manager, relevant “ask” channel, monday board, etc)
  • Keeps portfolio board up to date and organized, ensure accurate reporting of CS engagements in Salesforce
Communication

Is clear, concise and confident in their delivery of Partnership Reviews and other sessions with customers.

Behaviors

  • Meets expectations on all Gong scorecards for calls
  • Can explain metrics clearly to customers in a way that communicates the value received from the selected metrics
  • Clearly sets expectations with customers – including the limited scope of partnership or feature requests
  • Is responsive and clear with external and internal communication when asking or responding to questions
  • Effectively facilitates Office Hours – delivering content in a clear and concise manner and successfully managing Q&A
Teamwork and Collaboration

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.

Behaviors

  • Leverage the team’s knowledge to solve challenges by asking questions in Slack, requesting brainstorms/huddles (not only relying on the team lead)
  • Effectively partners with internal stakeholders such as Client Services, Renewals and Sales to research and execute success plans with customers
  • Begins to find opportunities to contribute to initiatives being led by other team members
  • Begins to share helpful feedback during Peer Call Review sessions
Product Knowledge

Takes ownership of obtaining a high level of product knowledge through self-study, testing and participating in brainstorming sessions with team members.

Behaviors

  • Understands and utilizes the resources available for getting answers to product questions – i.e. Slack channels, monday boards, etc.
  • Leads Office Hours sessions and is able to answer Q&A questions
  • Begins to help connect customer’s goals with features/functionality in the product independently
Impact

Empowers customers to own their own solutions within monday.

Behaviors

  • Demonstrated ability to accomplish customer and team goals within customers’ 45-day success plan
  • Ability to create high-value workflows for customers that move the needle on adoption
  • Begins to contribute to initiatives on the team by sharing feedback or participating on a smaller scale

Scale CSM

Professional Path

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.

Ownership

Strategically coordinates account research and outreach to consistently schedule strategic touchpoints with Light/Premium accounts at the right time during the customer lifecycle.

Behaviors

  • Understands which actions to take with customers in order to reach their goals and the team’s goals
  • Leverages data to determine when accounts require an “off-cycle” intervention to maintain health and achieve monday’s goals
  • Able to identify risks and opportunities and understands what actions to take in these scenarios
  • Successfully identifies and catalogs champions with Light/Premium accounts
  • Has a firm grasp of what channels to seek guidance on more difficult customer circumstances (manager, relevant “ask” channel, monday board, etc)
  • Keeps portfolio board up to date and organized, ensures accurate reporting of CS engagements in Salesforce
Communication

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.

Behaviors

  • Explains metrics clearly to customers in a way that communicates value, as well as be able to clearly communicate ROI data to a customer so they understand their ROI received
  • Clearly sets expectations with customers on limits of partnership and knows when to recommend Professional Services
  • Effectively communicates with customers during difficult situations – i.e. feature requests
  • Is responsive and clear with external and internal communication when asking or responding to questions
  • Effectively presents to the team regarding different topics – is clear, concise and confident in their delivery
Teamwork and Collaboration

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.

Behaviors

  • Leverage the team’s knowledge to solve challenges by asking questions in Slack, requesting brainstorms/huddles (not only relying on the team lead)
  • Effectively partners with internal stakeholders such as Client Services, Renewals and Sales to research and execute success plans with customers
  • Begins to find opportunities to contribute to initiatives being led by other team members
  • Begins to share helpful feedback during Peer Call Review sessions
  • Consistently participates and shares knowledge and best practices in the team (answering Slack questions, leading brainstorms, sharing in team meetings)
  • Contributes or leads initiatives within the Scale team
  • Shares valuable, actionable feedback during Peer Review sessions
Product Knowledge

Takes ownership of obtaining a high level of product knowledge through self-study, testing and participating in brainstorming sessions with team members.

Behaviors

  • Understands and utilizes the resources available for getting answers to product questions – i.e. Slack channels, monday boards, etc.
  • May participate in a Product Guild or SME program (if the business need exists)
  • Independently connects customer goals with features/functionality in the product without the help of resources, team lead, etc.
  • Consistently shares new product and workflow learnings with the team
Impact

Demonstrates ability to accomplish customer and team goals. Ability to create high-value workflows for customers that move the needle on adoption.

Behaviors

  • Empowers customers to own their own solutions within monday
  • Volunteers to help build and/or improve new processes when the need arises
  • Contributes to enablement resources that empower the entire Scale Customer Success team
  • May participate in Buddy Program for new hires on the team
  • May participate in ad-hoc recruiting for the Scale team as the need arises

Senior Scale CSM

Professional Path

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.

Ownership

Demonstrates an understanding of customers’ business to recommend and help accomplish goals.

Behaviors

  • Strategically coordinates account research and outreach to consistently schedule strategic touchpoints with Light/Premium accounts at the right time during the customer lifecycle
  • Proactively identifies accounts as an at-risk, growth opportunity, potential use case, etc. and independently takes the correct next steps
  • More independently manages difficult customer scenarios
  • Successfully identifies and catalogs champions with Light/Premium accounts
  • Keeps portfolio board up to date and organized, ensures accurate reporting of CS engagements in Salesforce
Communication

Is responsive and clear with external and internal communication when asking or responding to questions.

Behaviors

  • Tailors strategic touch-point presentations to provide relevant value based on the stakeholders present on a call
  • Clearly understands customer circumstances to present only relevant metrics and ROI to drive customer understanding of value received and areas of opportunity for improvement
  • Clearly sets expectations with the customer on limits of partnership and knows when to recommend  Professional Services
  • Takes an active part and presenting in broader CS/monday meetings (not only Scale) – is clear, concise and confident in their delivery
  • Is able to give constructive feedback to peers
Teamwork and Collaboration

Leads initiatives that require collaboration across multiple teams.

Behaviors

  • Effectively partners with internal stakeholders such as Client Services, Renewals and Sales to research and execute success plans with customers
  • Finds opportunities to contribute to initiatives being led by other team members
  • Regularly participates in brainstorms, shares best practices and answers questions in Slack in order to upskill the knowledge and skills of the team
  • Identify areas that the Scale team can contribute to, or benefit from, work being done by other teams
  • Shares valuable, actionable feedback during Peer Review sessions
Product Knowledge

Has a high level of product knowledge in all areas of the product.

Behaviors

  • Consistently share best practices and answers product/workflow questions in the different Slack channels/groups
  • Maybe an SME in a product/feature or participate in a Product Guild (if there is a business need)
  • Is the “go-to” on the team for help on the product/workflows
  • Leads product knowledge sessions for the Scale team and all CS group (i.e. Bi-Weekly knowledge share)
Impact

Works on projects to contribute to processes and resources being used by broader teams than just Scale team (CSG, Sales, Product, Enablement, etc).

Behaviors

  • Achieves the same customer impact of Associate Scale CSM and Scale CSM
  • Identifies pain points and friction within processes and identifies solutions that can be implemented to benefit the entire Scale team
  • Participates in one of the internal guilds (Enablement, Product, etc.) that further the advancement of the CS org
  • Participates in formal coaching/mentoring programs with new hires
  • Participates in interviewing and recruiting process for potential candidates

Senior Principal Scale CSM (N/A)

Professional Path

Not defined yet.

Ownership
Communication
Teamwork and Collaboration
Product Knowledge
Impact

Strategic Scale CSM (N/A)

Professional Path

Not defined yet.

Ownership
Communication
Teamwork and Collaboration
Product Knowledge
Impact

CS Team Leader (N/A)

Professional Path

This role is not yet available.

Ownership
Communication
Teamwork and Collaboration
Product Knowledge
Impact

CS Group Leader (N/A)

Professional Path

This role is not yet available.

Ownership
Communication
Teamwork and Collaboration
Product Knowledge
Impact

Director of Customer Success (N/A)

Professional Path

This role is not yet available.

Ownership
Communication
Teamwork and Collaboration
Product Knowledge
Impact