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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.
- Benefits: Enjoy hybrid work, competitive pay, comprehensive health coverage, and a creative environment.
- Other info: Opportunities for growth, recognition programs, and a vibrant workplace culture.
- Why this job: Make a real impact by supporting global brands and enhancing customer experiences.
- Qualifications: 3-5 years in Customer Success, fluent in English and German, strong communication skills.
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 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. 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 Manager- 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 Manager- German Speaking in City of London
✨Tip Number 1
Network like a pro! Reach out to current employees at Monotype on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role.
✨Tip Number 2
Prepare for the interview by understanding Monotype's products and customer base. Familiarise yourself with their SaaS platform and think of ways you can help customers achieve maximum value from it.
✨Tip Number 3
Show off your bilingual skills! Since this role requires fluency in both English and German, be ready to demonstrate your language abilities during the interview. Practice common customer success scenarios in both languages.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Monotype team.
We think you need these skills to ace Customer Success Manager- German Speaking in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in SaaS, customer relationships, and any relevant metrics you've achieved. We want to see how you can bring value to our team!
Show Off Your Language Skills: Since this role requires fluency in both English and German, don’t forget to showcase your language skills! Include examples of how you've used both languages in a professional setting. This will help us see your fit for supporting our German-speaking customers.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially since you'll be doing a lot of that with our customers!
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 shows us you're keen on joining our innovative team!
How to prepare for a job interview at Monotype
✨Know Your Customer Success Basics
Make sure you brush up on the fundamentals of customer success, especially in a SaaS environment. Be ready to discuss how you've driven adoption and managed relationships in previous roles. Highlight specific metrics or outcomes you've achieved to show your impact.
✨Show Off Your Language Skills
Since this role requires fluency in both English and German, be prepared to demonstrate your language skills during the interview. You might be asked to switch between languages or answer questions in German, so practice speaking about your experience in both languages beforehand.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples where you've identified friction points or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Research Monotype's Products
Familiarise yourself with Monotype's offerings and their impact on customers. Understanding their typefaces and font technologies will help you speak confidently about how you can support customers in realising maximum value from the platform. This shows genuine interest and preparation.