Sr. Customer Success Operations Manager

Responsibilities

• Work as part of our CS Operations team to own the end-to-end delivery of CS Ops projects, from intake and prioritization to rollout, enablement, and measurement.
• Manage Customer Success Operations service requests - triaging requests, handling feature improvements and ensuring timely resolutions.
• Support and optimize key CS tools, specifically ChurnZero, as required and in cooperation with other departmental operations teams in Monotype.
• Partner closely with CS leadership and Customer Marketing to translate business requirements into scalable processes, tools, and insights.
• Support the wider CS organization in creating and deploying dashboards, workflows and playbooks to deliver customer value.
• Collaborate with internal Data, Marketing and Sales Enablement teams to ensure alignment on systems, integrations, and vendor management.
• Develop and maintain reporting to support data-driven decisions across the CS organization.
• Act as a trusted partner and advisor to your CS colleagues, CS leadership, and cross-functional teams, enabling efficiency and growth.
• Champion operational excellence by identifying opportunities for automation, consistency, and simplification, including practical AI use cases that improve CS team productivity, customer journey execution, and value delivery.
• Design and implement scalable AI-enabled workflows and automations across CS tools, dashboards, playbooks, request intake, reporting, and customer health processes.
• Define success metrics for automation and AI initiatives, such as reduced manual effort, faster resolution times, improved adoption insights, and better operational quality.

Requirements

• 5+ years of experience in a Customer Success Operations role, ideally within a B2B SaaS environment with multiple customer segments requiring customer journey variations.
• Strong communication and stakeholder management skills.
• Proven track record in owning and delivering operational projects end-to-end.
• Proven experience designing or implementing AI-enabled workflows, automation, or productivity systems within Customer Success, Revenue Operations, Sales Operations, or SaaS operations.
• Hands-on experience using AI, automation, CRM/CS platforms, BI/reporting tools, or workflow systems to improve productivity, data quality, customer insights, and operational scalability.
• Hands-on experience with CS & Sales tools such as ChurnZero, Salesforce, and related automation or integration capabilities.
• Exceptional problem-solving, project management, and organizational skills with excellent attention to detail.
• Solid working knowledge of SaaS business models, CS workflows and CS success metrics and KPIs such as NPS, CES, GRR, NRR, and CLTV.
• Experience with creating Standard Operating Procedures (SOPs). Self-starter, proactive, and confident working independently in a fast-paced environment.
• Technical aptitude with the ability to learn new technologies quickly. Experience using SQL, PowerBI, Syncari, AI-assisted productivity tools, and/or workflow automation platforms is preferred.
• Comfortable working across global, cross-functional teams and influencing without authority.

Benefits

Additional Information

Sr. Customer Success Operations Manager Woburn, MA 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. Want to learn more about who we are, what we do, and how you can become part of our team of over 1,000 talented employees across the globe? Visit us at www.monotype.com . Monotype is seeking a Sr. Customer Success Operations Manager to join our Global Customer Success Operations & Insights team. This role will play a key part in building, delivering, and optimizing the systems, processes, workflows, AI-enabled automations, and insights that power our global Customer Success organization. You'll be both a hands-on builder and a cross-functional partner - owning projects end-to-end and driving scalable efficiency across our teams. The ideal candidate has a passion for understanding business needs and solving them with the right mix of CS systems, data, AI tools, and automation. They bring strong project management, technical aptitude, attention to detail, and a continuous-learning mindset, with practical experience using technology to simplify work, improve productivity, and enhance the customer journey.

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