Regional Director, LATAM: CCO Organization at monday.com

monday.com is seeking an experienced and strategic Regional Director to lead our Customer Organization (CCO) across LATAM. This role will oversee all CCO functions in the region — including Customer Success and Professional Services — ensuring consistent delivery of value, adoption, and retention for our growing customer base.

The Regional Director will lead a team of passionate, high-performing CSMs and Services professionals, shaping not only customer outcomes but also influencing product direction, internal processes, and the next phase of monday.com’s global growth. If you’re driven by impact, value ownership, and thrive in a culture that combines autonomy with deep collaboration, this role was made for you.

Lead with Purpose

• Own the success, adoption, implementation, and retention of our Enterprise and Mid-Market customers across LATAM.
• Partner closely with Account Management leadership on shared growth and value delivery goals.
• Develop strategic frameworks that ensure long-term customer health, measurable business impact, and seamless execution from onboarding to renewal.
• Foster a customer-first mindset across every touchpoint, defining clear standards for customer value and success delivery.
• Drive product expertise and technical excellence. Ensure leaders and teams deeply understand monday.com’s products, turning technical know-how into measurable customer impact.
• Lead with clarity and performance: Set clear KPIs, foster accountability, and build a culture of excellence with retention as the ultimate north star.

Empower High-Performing Teams

• Manage, coach, and inspire a diverse group of Customer Success and Professional Services leaders.
• Create growth paths, career development plans, and a collaborative, feedback-driven culture across functions.
• Set and align performance goals across Success and Services, ensuring teams execute together toward shared customer outcomes.

Drive Strategic Impact

• Champion customer centricity. Act as the voice of LATAM customers, advocating for their needs and priorities across global teams. Maintain strong, face-to-face relationships through regular travel in the region to foster trust, gather insights, and ensure our strategies reflect the true customer perspective.
• Partner cross-functionally with Product, Sales and all other relevant teams to bring customer feedback into product development, implementation best practices, and GTM motions.
• Influence how we evolve our multi-product Success and Services playbooks to ensure scalable, unified customer engagement.
• Lead executive business reviews and strategic engagements, guiding customers toward deeper adoption, successful delivery, and long-term partnership.

Build Systems for Scale

• Define and refine end-to-end customer lifecycle frameworks: spanning onboarding, implementation, adoption, and renewal.
• Use data and operational insights to proactively identify risks and opportunities across both Success and Services motions.
• Collaborate globally to improve tools, delivery models, and internal alignment, ensuring we scale excellence across every customer interaction.

• 8+ years of experience leading large Customer Success and/or Professional Services organizations in B2B SaaS, ideally across multi-product environments.
• 3+ years of 2nd-line management experience (managing managers).
• Proven track record driving retention, adoption, and services growth in Mid-Market and Enterprise segments.
• Experience building regional strategies within a global structure.
• Strong operational and analytical skills — ability to turn insights into strategy and execution.
• Exceptional cross-functional leadership and communication skills.
• English and Portuguese are must, Spanish is strongly preferred.
• Based in Brazil with ability to travel as needed across the region.