Customer Success Manager

Monotype • Woburn, MA

19d • $70,000 - $85,000 • Hybrid

About The Position

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 searching for an experienced and strategic Customer Success Manager to join our team and drive value realization for Monotype’s enterprise customers. In this role, you will serve as the long-term business partner and trusted advisor to a portfolio of high-value, complex accounts—guiding them from initial onboarding through renewal and expansion.

Requirements

• 5+ years of experience in Customer Success, account management, or strategic client-facing roles—preferably in SaaS or a related technology sector.
• Demonstrated success managing complex enterprise accounts with multiple stakeholders.
• Strong communication, presentation, and relationship-building skills with the ability to influence at all levels.
• Highly organized, proactive, and comfortable managing multiple strategic motions simultaneously.
• Experience analyzing customer data and usage trends to drive engagement and value.
• A self-starter with the confidence to refine and build processes as our Customer Success function scales.
• Knowledge of customer success methodologies, lifecycle management, and account health frameworks.
• Patient, empathetic, and committed to delivering exceptional customer experiences.

Nice To Haves

• Industry experience in software, technology, publishing, media, advertising, or design is a plus.
• Salesforce experience preferred.

Responsibilities

• Serve as the primary post-sales contact for a portfolio of strategic renewal accounts.
• Build deep, trusted partnerships by understanding each customer’s business, goals, and long-term vision—and connect those needs to the full potential of Monotype’s Font Management Platform.
• Lead customers through every milestone of their lifecycle: onboarding, adoption, optimization, renewal, and expansion.
• Analyze customer utilization, engagement trends, and health metrics to identify areas for improvement and proactively address risks.
• Deliver compelling product demonstrations, training sessions, and strategic business reviews that reinforce value and ROI.
• Develop success plans for key accounts that map desired outcomes to platform capabilities and best practices.
• Influence long-term account success through elevated adoption, stakeholder alignment, and measurable customer satisfaction.
• Reduce churn by proactively managing risks, facilitating corrective action plans, and ensuring strong product alignment across customer teams.
• Identify, qualify, and partner with Sales on upsell and cross-sell opportunities.
• Cultivate customer advocacy by developing power users, champions, and referenceable accounts.
• Shape and refine customer success processes, onboarding frameworks, and lifecycle touchpoints to improve scalability and quality.
• Collaborate cross-functionally with Sales, Renewals, Product, and Technical Support to ensure a seamless customer experience.
• Communicate customer insights, feature requests, and product feedback to influence roadmap priorities.
• Support escalations by coordinating internal resources and driving timely resolution of customer challenges.
• Handle complex customer requests and navigate sensitive account situations with professionalism and empathy.
• Serve as a key liaison between customers and internal teams, ensuring expectations are understood and met.
• Travel occasionally (20–30%) to attend onsite business reviews, trainings, or strategic meetings.

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed