Senior Customer Success Manager, Monotype
Plus bonus program
Typeface design company
Open for applications
Typeface design company
1001+ employees
Open for applications
Plus bonus program
1001+ employees
Company mission
To deliver the design assets, technologies, and expertise required for brands to build authentic, memorable experiences at every possible touchpoint.
Role
Who you are
- 5+ years of experience in Customer Success, onboarding, support, or operations in a SaaS environment
- Proven ability to manage customer relationships and drive adoption in a structured, metrics-driven role
- Strong written and verbal communication skills, including customer presentations or training delivery
- Proficiency with CRM systems, automation tools, and (ideally) customer success platforms
- Excellent organizational and time-management skills; comfortable managing multiple accounts simultaneously
- Strong problem-solving abilities, with the confidence to troubleshoot issues and navigate complex scenarios
- Ability to follow and improve standardized processes while maintaining a customer-first mindset
What the job involves
- We are looking for a driven and customer-centric Sr. Customer Success Manager to help our customers adopt, optimize, and realize maximum value from our SaaS platform. In this role, you will combine onboarding expertise, relationship management, and proactive engagement to ensure customers achieve their desired outcomes throughout their lifecycle
- Own a defined book of business of low- to mid-touch accounts and build strong, trust-based relationships with key users and stakeholders
- Lead onboarding and platform configuration for enterprise accounts, completing successful onboarding within ~90 days
- Facilitate live onboarding sessions, training calls, and workflow walkthroughs to ensure early adoption
- Utilize automation tools and standardized playbooks to streamline onboarding steps and communications, tracking and reporting on progress and defined metrics
- Serve as the customer advocate—collect feedback, analyze usage patterns, identify friction points, and share insights with Product and Support teams to drive product utilization and customer ROI
- Identify at-risk accounts, perform root-cause analysis, and partner with internal teams to develop mitigation plans
- Participate in renewal preparation for your book of business and support expansion conversations
- Partner with Sales to influence expansion and renewal outcomes
Salary benchmarks
Our take
Monotype is a giant in the typeface industry, with well over 100 years in the business. It owns the rights to over 10,000 fonts, including A-list players like Helvetica and Times New Roman. Whilst typeface creation might not seem to be the booming industry it once was, Monotype is carving out some interesting new development opportunities in the hopes of further growth.
As more major organizations go digital, and go global, they need to carry their house image across a growing number of diverse markets (and languages) and render the fonts in high definition. Monotype has been developing a strong reputation for designing multi-lingual brand identities - for example, for the city of Dubai - but also works with Google to bring hundreds of historically unrendered fonts online.
In this way, Monotype is smartly transitioning from a designer/developer of contemporary fonts to a facilitator helping brands to expand globally and into the digital space. With offerings in place to provide this service to fast-growing industries like gaming and online streaming, Monotype is hitching its wagon to hugely lucrative markets.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
22% employee growth in 12 months
Company
Company benefits
- Extensive development and training offerings
- Highly engaged Events Committee to keep work enjoyable
- Competitive Medical, Dental, and Vision Coverage to meet all your healthcare needs
- Flexible work arrangements and unlimited vacation and sick time
- Generous 401k match to save for your future, and so much more!
Company HQ
Woburn, MA
Leadership
Ninan Chacko
(CEO)Has held a range of senior leadership positions, including Senior Vice President at Sabre Holdings, CCO of Worldspan, CEO of PR Newswire, and CEO of Travel Leaders Group. Serves on the board at Leaders' Quest and TripFactory.
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