At a Glance
- Tasks: Help customers maximise value from our SaaS platform and build strong relationships.
- Company: Join a design- and software-driven company focused on customer success.
- Benefits: Enjoy hybrid work, competitive pay, bonuses, and professional development opportunities.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
- Why this job: Shape customer success processes and make a real impact in a global environment.
- Qualifications: 5+ years in Customer Success with strong communication and problem-solving skills.
The predicted salary is between 56700 - 69300 £ per year.
Overview
In this role you help customers adopt, optimize, and realize maximum value from our Saa S platform.
You manage a defined book of business, guide onboarding, and maintain proactive engagement to achieve outcomes across the lifecycle.
You will work with cross-functional teams to drive product utilization and customer ROI in a hybrid, global environment.
This is a chance to shape customer success processes and contribute to a design- and software-driven company.
- Pay / Benefits
- hybrid work arrangements
- medical insurance
- competitive compensation with bonus program and uncapped commission
- pension scheme
- professional onboarding and targeted sales training
- development opportunities across the organization
Responsibilities
- Own a defined book of business and build trust-based relationships with key users and stakeholders
- Lead onboarding and platform configuration for enterprise accounts with ~90-day onboarding
- Facilitate live onboarding sessions, training calls, and workflow walkthroughs for early adoption
- Use automation tools and standardized playbooks to streamline onboarding, communications, and progress tracking
- Advocate for customers by collecting feedback, analyzing usage, and sharing insights with Product and Support
- Identify at-risk accounts, perform root-cause analysis, and partner with internal teams to mitigate issues
- Prepare for renewals and support expansion conversations
- Collaborate with Sales to influence renewal and expansion outcomes
- Key requirements
- 5+ years in Customer Success, onboarding, support, or operations in a Saa S environment
- Proven ability to manage customer relationships and drive adoption in a metrics-driven role
- Strong written and verbal communication skills for presentations or training
- Proficiency with CRM systems, automation tools, and ideally customer success platforms
- Excellent organizational and time-management skills with the ability to manage multiple accounts
- Strong problem-solving abilities and ability to troubleshoot complex scenarios
- Ability to follow and improve standardized processes with a customer-first mindset
- customer-centric mindset
- clear and effective communication
- problem-solving
- CRM systems
- automation tools
- customer success platforms
Sr. Customer Success Manager in London employer: Monotype Imaging
Monotype is an exceptional employer that fosters a vibrant work culture where creativity and innovation thrive. With a commitment to employee growth, the company offers numerous opportunities for professional development and collaboration within a diverse team of experts. Working remotely from London, you'll enjoy the flexibility of a modern workplace while contributing to a legacy of design excellence that empowers brands globally.
