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- Tasks: Help customers maximise value from our SaaS platform through onboarding and relationship management.
- Company: Join Monotype, a leading innovative design company with a rich legacy.
- Benefits: Enjoy hybrid work, competitive pay, comprehensive health insurance, and professional development.
- Why this job: Make a real impact by helping customers succeed and enhancing their experience.
- Qualifications: 3-5 years in Customer Success, fluent in English and German, strong communication skills.
- Other info: Dynamic environment with great career growth and engaging workplace culture.
The predicted salary is between 28800 - 43200 £ per year.
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.
- 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.
- 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 employer: Monotype
Contact Detail:
Monotype Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Associate
✨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 Associate role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer success and SaaS. Think about how you can showcase your problem-solving skills and relationship management experience.
✨Tip Number 3
Show off your bilingual skills! Since fluency in English and German is a must, be ready to demonstrate your language abilities during the interview. Maybe even prepare a few key phrases in both languages to impress!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Monotype team.
We think you need these skills to ace Customer Success Associate
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Associate 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 Communication Skills: Since this role involves a lot of interaction with customers, it's crucial to demonstrate your strong written and verbal communication skills. Use clear, concise language in your application to reflect how you would communicate with our clients.
Highlight Your Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've tackled challenges in previous roles, especially in customer success or onboarding. This will show us that you're ready to handle the complexities of our customer base.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team at StudySmarter!
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 fluency in both English and German is essential, be prepared to demonstrate your language skills. You might be asked to switch between languages during the interview, so practice discussing customer success scenarios 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.
✨Familiarise Yourself with Monotype's Products
Research Monotype’s offerings and understand how their products help brands create beautiful experiences. Being knowledgeable about their typefaces and technologies will show your genuine interest and help you connect better with the interviewers.
