How monday.com's Customer Success and Product Teams Work Closely Together

Wes Bush

April 12, 2021

Team

Key Takeaways

Customer Success and Product teams move faster when they share a single “north star” and align on a small set of priority KPIs.
Define and operationalize what “active customers” means so both teams can measure adoption consistently and make better trade-offs.
Transparency across teams (sharing goals, progress, and context) helps reduce misalignment and increases collaboration.
Build deliberate systems and routines that encourage cross-functional collaboration instead of relying on ad-hoc heroics.
Product-led leaders should focus on clear prioritization to avoid spreading teams too thin across competing initiatives.
Customer Success teams in product-led organizations should create structured feedback loops so their insights are heard and acted on by Product.

Tom Ronen is the head of customer success at monday.com. Monday.com is a global software company founded in 2014. Its product is a simple and super customizable Work Operating System (Work OS), a tool that powers teams to run projects and workflows with confidence. In this episode, Tom will talk about how product and customer success collaborate on monday.com.

Show Notes

[01:56] What monday.com is and its customers

[03:05] The importance of customer success and product teams to work closely together for him

[06:14] On finding the north star for both teams and KPIs to prioritize

[08:00] Who are the ‘active customers’ for monday.com

[10:13] Propagating the culture of transparency in all teams at monday.com

[12:31] Strategies to encourage collaboration from the teams at monday.com

[14:28] The evident effects of the system of doing things at monday.com

[18:00] His advice for product-led leaders and growth people on setting priorities

[20:25] His advice for customer success people in product-led organizations on getting their voices heard

[22:08] How to connect with Tom

About Tom Ronen

Tom Ronen is an experienced Customer Team Lead working for various companies in the software industry. He possesses the following skills in sales, public speaking, management in a fast-paced startup environment. Aside fromHe was previously connected with Israeli Defense Forces (IDF) as a Commanding Officer - Combat Patrol Ship Unit for three years and two months.

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