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- Tasks: Help customers maximise value from our SaaS platform through onboarding and relationship management.
- Company: Join Monotype, a leader in design and technology with a rich legacy of iconic typefaces.
- Benefits: Enjoy hybrid work, competitive pay, comprehensive health coverage, and a creative work environment.
- Why this job: Make a real impact by helping global brands enhance their design experiences.
- Qualifications: Fluent in English and German, with experience in customer success or support.
- Other info: Great opportunities for professional growth and a vibrant company culture.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Are you our “TYPE”? Named "One of the Most Innovative Companies in Design" by Fast Company, Monotype brings brands to life through type and technology that consumers engage with every day. The company's rich legacy includes a library that can be traced back hundreds of years, featuring famed typefaces like Helvetica, Futura, Times New Roman and more. Monotype specializes in the design, development, licensing, and management of typefaces and font technologies for the world’s biggest global brands and individual creative professionals, offering a wide set of solutions that make it easier for them to do what they do best: design beautiful brand experiences.
We are looking for a driven and customer-centric Customer Success Associate 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. We require someone who is fluent in both English and German to help support our German-speaking customer base.
What you’ll be doing:
- 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.
- Track and report onboarding progress, time-to-value metrics, and customer activation milestones.
- Own a defined book of business of low- to mid-touch accounts and build strong, trust-based relationships with key users and stakeholders.
- Conduct periodic check-ins, health reviews, and account touchpoints to monitor satisfaction and product adoption.
- Serve as the customer advocate—collect feedback, identify friction points, and share insights with Product and Support teams.
- Analyse customer usage patterns, engagement data, and health scores to identify adoption gaps or risks.
- Design and deliver best-practice recommendations that drive product utilization and customer ROI.
- Identify at-risk accounts, perform root-cause analysis, and partner with internal teams to develop mitigation plans.
- Collaborate closely with Sales, Renewals, Product, and Support to ensure a seamless customer experience.
- Participate in renewal preparation for your book of business and support expansion conversations.
- Support one-off customer projects requiring configuration, data review, or workflow customization.
- Provide timely and accurate email and call-based support for product inquiries, escalating as appropriate and providing follow through to ensure resolution for the customer.
- Identify upsell and cross-sell opportunities based on customer needs and product usage insights.
- Partner with Sales to influence expansion and renewal outcomes.
What we’re looking for:
- 3–5 years of experience in Customer Success, onboarding, support, or operations in a SaaS environment.
- Fluency in both English & German language skills, ability to read and write in both languages.
- 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’s in it for you:
- Hybrid work arrangements and competitive paid time off programs.
- Comprehensive commercial medical insurance coverage to meet all your healthcare needs.
- Competitive compensation with corporate bonus program & uncapped commission for quota-carrying Sales.
- A creative, innovative, and global working environment in the creative and software technology industry.
- Highly engaged Events Committee to keep work enjoyable.
- Reward & Recognition Programs (including President's Club for all functions).
- Professional onboarding program, including robust targeted training for Sales function.
- Development and advancement opportunities (high internal mobility across organization).
- Great pension scheme to save for your future, and so much more!
Monotype is an Equal Opportunities Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
Customer Success Associate- German Speaking in City of London employer: Monotype
Contact Detail:
Monotype Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Associate- German Speaking in City of London
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Monotype's history, their products, and their culture. This will not only help you answer questions better but also show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your German! Since this role requires fluency in both English and German, brush up on your language skills. Try to incorporate industry-specific vocabulary related to customer success and SaaS to impress your interviewers.
✨Tip Number 3
Showcase your relationship-building skills! Prepare examples of how you've successfully managed customer relationships in the past. Highlight any metrics or outcomes that demonstrate your impact on customer satisfaction and product adoption.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. This is a great chance to reiterate your enthusiasm for the role and remind them why you’re the perfect fit!
We think you need these skills to ace Customer Success Associate- German Speaking in City of London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about helping customers succeed and how you can contribute to our team.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in customer success or SaaS. We love seeing how your skills align with what we’re looking for, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences are easy to spot. No need for fluff!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Monotype
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success in a SaaS environment. Understand key metrics like time-to-value and customer health scores, as these will likely come up during your conversation.
✨Showcase Your Language Skills
Since this role requires fluency in both English and German, be prepared to demonstrate your language skills. You might be asked to switch between languages during the interview, so practice discussing your experience in both.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully onboarded customers or improved their experience. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving abilities.
✨Research Monotype's Products
Familiarise yourself with Monotype’s offerings, especially their SaaS platform. Understanding their products will help you discuss how you can drive adoption and provide value to customers effectively.
