Senior Customer Success Manager

Monotype; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Extensive development

Events Committee

Medical, Dental & Vision

Flexible work arrangements

Unlimited vacation and sick time

401k match

Job summary

Monotype, a leading SaaS provider, is seeking a Sr. Customer Success Manager to help customers adopt, optimize, and realize maximum value from our platform. You will own strategic onboarding and configure enterprise accounts while driving adoption and renewals.

You will lead live onboarding sessions, provide training, and use playbooks to standardize steps. Strong relationship management and data-driven insight will be essential for reducing churn and expanding our footprint.

Qualifications

• 5+ years of experience in Customer Success, onboarding, support, or operations in a SaaS environment.
• Excellent organizational and time-management skills; able to manage multiple accounts.
• 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.
• Strong problem-solving abilities, with the confidence to troubleshoot issues and navigate complex scenarios.

Responsibilities

• Own a defined book of business of low- to mid-touch accounts and build trust-based relationships with key users and stakeholders.
• Lead onboarding and platform configuration for enterprise accounts, completing onboarding within ~90 days.
• Facilitate live onboarding sessions, training calls, and workflow walkthroughs to drive adoption.
• Use automation tools and playbooks to streamline onboarding steps and report progress against metrics.
• Advocate for customers by collecting feedback, analyzing usage, and sharing insights with Product/Support teams.
• Identify at-risk accounts, perform root-cause analysis, and coordinate mitigation with internal teams.
• Support renewal preparation and expansion conversations in collaboration with Sales.

Skills

Customer Success

Onboarding

Relationship management

SaaS

CRM systems

Tools

CRM systems

Automation tools

Customer success platforms

Job description

• 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