Customer Success Manager
External
Monotype · Woburn, MAPrepare for this interview
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Responsibilities
- 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.
Requirements
- 2+ years of experience in Customer Success, onboarding, support, or operations in a SaaS environment.
- 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.
Benefits
Additional Information
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 . 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.
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