Senior Customer Success Operations Manager, Monotype
$120-140k
A corporate bonus will also be offered as part of this role
Office located in Woburn, MA
Typeface design company
Be an early applicant
Typeface design company
1001+ employees
Be an early applicant
$120-140k
A corporate bonus will also be offered as part of this role
Office located in Woburn, MA
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
- The ideal candidate has a passion for understanding business needs and solving them with the right mix of CS systems, data, AI tools, and automation
- They bring strong project management, technical aptitude, attention to detail, and a continuous-learning mindset, with practical experience using technology to simplify work, improve productivity, and enhance the customer journey
- 5+ years of experience in a Customer Success Operations role, ideally within a B2B SaaS environment with multiple customer segments requiring customer journey variations
- Strong communication and stakeholder management skills
- Proven track record in owning and delivering operational projects end-to-end
- Proven experience designing or implementing AI-enabled workflows, automation, or productivity systems within Customer Success, Revenue Operations, Sales Operations, or SaaS operations
- Hands-on experience using AI, automation, CRM/CS platforms, BI/reporting tools, or workflow systems to improve productivity, data quality, customer insights, and operational scalability
- Hands-on experience with CS & Sales tools such as ChurnZero, Salesforce, and related automation or integration capabilities
- Exceptional problem-solving, project management, and organizational skills with excellent attention to detail
- Solid working knowledge of SaaS business models, CS workflows and CS success metrics and KPIs such as NPS, CES, GRR, NRR, and CLTV
- Experience with creating Standard Operating Procedures (SOPs). Self-starter, proactive, and confident working independently in a fast-paced environment
- Technical aptitude with the ability to learn new technologies quickly. Experience using SQL, PowerBI, Syncari, AI-assisted productivity tools, and/or workflow automation platforms is preferred
- Comfortable working across global, cross-functional teams and influencing without authority
What the job involves
- Monotype is seeking a Sr. Customer Success Operations Manager to join our Global Customer Success Operations & Insights team
- This role will play a key part in building, delivering, and optimizing the systems, processes, workflows, AI-enabled automations, and insights that power our global Customer Success organization
- You’ll be both a hands-on builder and a cross-functional partner — owning projects end-to-end and driving scalable efficiency across our teams
- Work as part of our CS Operations team to own the end-to-end delivery of CS Ops projects, from intake and prioritization to rollout, enablement, and measurement
- Manage Customer Success Operations service requests — triaging requests, handling feature improvements and ensuring timely resolutions
- Support and optimize key CS tools, specifically ChurnZero, as required and in cooperation with other departmental operations teams in Monotype
- Partner closely with CS leadership and Customer Marketing to translate business requirements into scalable processes, tools, and insights
- Support the wider CS organization in creating and deploying dashboards, workflows and playbooks to deliver customer value
- Collaborate with internal Data, Marketing and Sales Enablement teams to ensure alignment on systems, integrations, and vendor management
- Develop and maintain reporting to support data-driven decisions across the CS organization
- Act as a trusted partner and advisor to your CS colleagues, CS leadership, and cross-functional teams, enabling efficiency and growth
- Champion operational excellence by identifying opportunities for automation, consistency, and simplification, including practical AI use cases that improve CS team productivity, customer journey execution, and value delivery
- Design and implement scalable AI-enabled workflows and automations across CS tools, dashboards, playbooks, request intake, reporting, and customer health processes
- Define success metrics for automation and AI initiatives, such as reduced manual effort, faster resolution times, improved adoption insights, and better operational quality
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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