Tom Ronen

I bring a unique blend of leadership and operational expertise from eight years as a naval officer in the Israeli Navy into the world of SaaS, where I've spent the last several years building and scaling high-impact Customer Success teams. As one of monday.com’s first 25 employees, I helped grow the Customer Success function from the ground up - expanding it into a global organization that drives both retention and expansion across a diverse customer base. At monday.com, I scaled the CS team from $3M in ARR through IPO and beyond, supporting over $1.2B in ARR. I led the evolution of Customer Success from a reactive support model to a full-stack organization covering Professional Services, CSM, and Renewals - managing over $400M in ARR with 115%+ NRR. I owned key outcomes like GRR, adoption, and expansion, and improved GRR by 8% over three years. I’ve built segmentation models (pooled, scaled, high-touch, strategic) that aligned service delivery to customer potential, introduced digital CS strategies and community engagement programs, and helped create a Success-Qualified Lead (CSQL) engine to fuel growth. My focus has always been on balancing operational excellence with deep customer impact, shaping CS as a growth engine and strategic partner to the business.