Customer Success Manager
Core
Drive customer adoption, optimization, and value realization for SaaS platform users through onboarding, relationship management, and proactive engagement.
Role type
Customer Success Manager (low- to mid-touch accounts)
Builds
Customer adoption and retention for Monotype's typeface and font technology SaaS platform
Domain
Creative software technology / Typography
Deliverable
product features
Required skills
SaaS customer success experience, onboarding expertise, relationship management, CRM proficiency, data analysis, problem-solving, process improvement
Preferred skills
Experience with customer success platforms, training delivery, expansion conversation management
Responsibilities
Own a defined book of business and build trust-based relationships; Lead onboarding and platform configuration for enterprise accounts; Facilitate live onboarding sessions and training; Utilize automation tools to streamline onboarding and track metrics; Serve as customer advocate to collect feedback and drive product utilization; Identify at-risk accounts and develop mitigation plans; Partner with Sales to influence renewal and expansion outcomes
Seniority
Mid-level, hands-on IC