- We are looking for a driven and customer-centric Sr. 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
- Own a defined book of business of low- to mid-touch accounts and build strong, trust-based relationships with key users and stakeholders
- 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, tracking and reporting on progress and defined metrics
- Serve as the customer advocate—collect feedback, analyze usage patterns, identify friction points, and share insights with Product and Support teams to drive product utilization and customer ROI
- Identify at-risk accounts, perform root-cause analysis, and partner with internal teams to develop mitigation plans
- Participate in renewal preparation for your book of business and support expansion conversations
- Partner with Sales to influence expansion and renewal outcomes
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!
Ability to follow and improve standardized processes while maintaining a customer-first mindset5+ years of experience in Customer Success, onboarding, support, or operations in a SaaS environmentExcellent organizational and time-management skills; comfortable managing multiple accounts simultaneouslyProven ability to manage customer relationships and drive adoption in a structured, metrics-driven roleStrong written and verbal communication skills, including customer presentations or training deliveryStrong problem-solving abilities, with the confidence to troubleshoot issues and navigate complex scenariosProficiency with CRM systems, automation tools, and (ideally) customer success platforms
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Senior Customer Success Manager in London employer: Monotype
Monotype is an exceptional employer that fosters a creative and innovative work culture, offering hybrid work arrangements and competitive compensation packages, including uncapped commissions for sales roles. Employees benefit from a robust onboarding program, ongoing professional development opportunities, and a highly engaged Events Committee that enhances workplace enjoyment. Joining Monotype means being part of a global team dedicated to delivering meaningful design-driven technology solutions for some of the world's most iconic brands.
