Customer Experience Engagement Manager, Monotype
Plus corporate bonus program & uncapped commission for quota-carrying Sales
Office located in Woburn, MA
Typeface design company
Posted today
Typeface design company
1001+ employees
Posted today
Plus corporate bonus program & uncapped commission for quota-carrying Sales
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
- Bachelor’s degree in Marketing or related field
- 5+ years of experience in Customer Experience, Customer Success, or Product Marketing in a B2B SaaS or technology company; experience in the creative, media, design, or digital IP space preferred
- Demonstrated success designing and/or managing customer journeys or engagement programs that drive retention and expansion
- Strong understanding of customer segmentation, persona-driven engagement, and digital/automated touch models
- Experience working in enterprise or IP/software environments with high-touch customer relationships
- Strong analytical skills and proficiency in using data to drive decisions (e.g., Gainsight, Salesforce, Mixpanel, Looker)
- Excellent stakeholder management, communication, and project leadership skills
- Passion for customer-centricity, systems thinking, and continuous improvement
- Familiarity with change management and customer lifecycle frameworks (e.g., JTBD, Moments of Truth, Customer Journey Mapping)
- Certification in CX methodologies (e.g., CCXP, Six Sigma, Design Thinking) is a plus
What the job involves
- The Customer Experience Engagement Manager will support the design, orchestration, and continuous improvement of the end-to-end customer experience across key moments in the customer lifecycle — from onboarding to renewal and expansion
- You’ll partner with cross-functional leaders in Product, Sales, Marketing, and Customer Success to deliver seamless, data-driven, and high-impact customer journeys to improve retention, accelerate value realization, and deepen customer relationships
- Map and optimize customer journeys across personas, segments, and lifecycle stages (onboarding, adoption, renewal, and growth)
- Help to design and implement scalable, repeatable engagement programs that improve Net Revenue Retention (NRR), Time to Value (TTV), and Customer Health
- Partner with Product, Marketing and CS teams to align CX programs with key user workflows and business goals
- Develop and operationalize a closed-loop feedback system leveraging CSAT, NPS, CES, qualitative insights, and behavioral analytics
- Translate customer feedback into actionable strategies to reduce friction, increase satisfaction, and drive product adoption
- Identify and proactively address pain points for key customer segments, including enterprise accounts with complex requirements
- Support the Customer Advisory Board
- Launch lifecycle-based programs such as onboarding playbooks, adoption campaigns, QBR frameworks, and renewal readiness plans
- Support the enablement of internal teams with CX toolkits, training, and standardized frameworks for delivering exceptional customer experience
- Collaborate with Finance, Global Data, Rev Ops and CX Ops to ensure proper tooling, workflows, and dashboards are in place
- Act as a partner to Product, Sales, Marketing, and Customer Success to embed CX principles and shared KPIs across the business
- Support cross-functional initiatives that align internal teams to improve customer engagement and value delivery
- Serve as the voice of the customer in go-to-market and product planning conversations
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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