Customer Success Manager

Monotype; Woburn (MA); Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

Hybrid work arrangements

Competitive paid time off

Medical insurance

Corporate bonus program

Uncapped commission

Job summary

Monotype is seeking a driven Customer Success Manager to help customers adopt, optimize, and realize value from our SaaS platform. You will own onboarding, drive platform configuration for enterprise accounts, and lead sessions to ensure early adoption.

You will manage a defined book of business with a focus on customer ROI, collaborate with Product and Support, and support renewal and expansion efforts. A strong emphasis on data-driven success and proactive engagement is required.

Qualifications

• 5+ years of experience in Customer Success, onboarding, support, or operations in a SaaS environment.
• Proficiency with CRM systems, automation tools, and customer success platforms.
• Strong written and verbal communication skills.
• Excellent organizational and time-management skills; comfortable managing multiple accounts simultaneously.
• Strong problem-solving abilities and ability to troubleshoot complex scenarios.

Responsibilities

• Own a defined book of business of low- to mid-touch accounts and build trusted relationships.
• Lead onboarding and platform configuration for enterprise accounts, completing onboarding within ~90 days.
• Facilitate live onboarding sessions, training calls, and workflows to drive early adoption.
• Use automation tools and playbooks to streamline onboarding steps and communications, and report progress with defined metrics.
• Serve as customer advocate by collecting feedback and sharing insights with Product and Support teams.
• Identify at-risk accounts, perform root-cause analysis, and partner with internal teams to mitigate issues.
• Prepare for renewals and support expansion conversations; partner with Sales on expansions.

Skills

CRM proficiency

Communication skills

Time management

Problem solving

SaaS experience

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 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) Retirement planning options to save for your future, and so much more!

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.

$85,000.00-$100,000.00 annual base salary for external candidates with the appropriate level of experience. A corporate bonus will also be offered as part of this role. The final annual base salary offered will be based on location and experience level, and could be less for internal applicants depending upon experience.

The job application window for this role is 30 days from the posting date.