Sr. Customer Success Manager

Monotype; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangements

Medical insurance

Bonus program

Uncapped commission for sales

Pension scheme

Job summary

Monotype is seeking a driven Sr. Customer Success Manager to help customers adopt, optimize, and realize maximum value from our SaaS platform. You will own onboarding, build relationships, and drive renewal and expansion outcomes across a defined book of business.

In this hybrid role, you’ll lead enterprise onboarding, run training sessions, and partner with Sales to drive ROI and customer satisfaction. A strong, metrics-driven approach and excellent communication are essential.

Qualifications

• 5+ years 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.

Responsibilities

• Own a defined book of business 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.

Skills

Relationship management

Onboarding

Communication

Time management

Problem solving

Customer-centric mindset

Tools

CRM systems

Automation tools

CS platforms

Job description

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 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.

What you’ll do:

• 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.

What we’re looking for:

• 5+ 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.

What’s in it for you:

• Hybrid work arrangements and competitive paid time off programs.
• Comprehensive commercial medical insurance coverage to meet all your healthcare needs.
• Competitive compensation with corporate bonus program & uncapped commission for quota-carrying Sales.
• A creative, innovative, and global working environment in the creative and software technology industry.
• Highly engaged Events Committee to keep work enjoyable.
• Reward & Recognition Programs (including President's Club for all functions).
• Professional onboarding program, including robust targeted training for Sales function.
• Development and advancement opportunities (high internal mobility across organization).
• Great pension scheme to save for your future, and so much more!
• #LI-DNI

Monotype is an Equal Opportunities Employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

No other company does as much with type as Monotype.

Our library is home to many of the most celebrated and influential typefaces of our time.

And we've developed the technologies that bring type to the screen for millions of consumer products and user interfaces worldwide.

Wherever we see type, both now and in the future, there's a good chance we're behind it.