Customer Success Manager

Monograph

89d

About The Position

Monograph is a firm performance management platform for architecture and engineering practices. Firms use Monograph to make quick and confident decisions about budgeting and resources to drive their practices forward. As a pivotal member of the Customer Experience department, you will drive real results for our customers and our company. This role is not for someone looking to coast; we are looking for the best of the best — someone who takes full ownership, obsesses over customer outcomes, and pushes themselves and their customers to grow every single day.

Requirements

• 3+ years of SaaS experience in implementation, onboarding, or customer success.
• Proficiency with key CS tools including Salesforce, Intercom, and ChurnZero.
• A true sense of urgency, accountability, and attention to detail.
• Strong multitasking skills and the ability to adapt quickly to changing priorities.
• Demonstrated success building relationships across sales, marketing, support, and product teams.
• Thrives in dynamic environments where experimentation and learning fuel progress.
• Reliable internet and fluency with tools like G Suite, Zoom, Slack, and modern SaaS tech.

Nice To Haves

• Familiarity with the architecture, engineering, and construction (AEC) industry.

Responsibilities

• Own the onboarding process for customers from start to finish.
• Execute tailored onboarding plans that set a strong foundation for long term success.
• Facilitate live trainings, group webinars, async support, and follow ups to keep customers on track.
• Partner with the Data team to coordinate historical migrations including projects, timesheets, and billed fees.
• Track customer progress daily, monitoring usage, sentiment, and pace.
• Remove obstacles with urgency to keep onboarding timelines intact.
• Partner with Support to ensure post onboarding customers continue to advance with expert level training.
• Keep metrics accurate and up to date with disciplined tracking and reporting.
• Spot opportunities to improve internal processes and act on them.
• Set measurable, data driven goals that tie directly to company outcomes.
• Stay aligned with Monograph’s broader strategic goals and contribute ideas that move us forward.
• Continuously invest in your own growth and bring new approaches to the team.
• Build and maintain a deep understanding of Monograph’s product and technical workflows.
• Anticipate customer needs by identifying trends and gaps in usage.
• Communicate clearly and confidently about product strengths, weaknesses, and solutions.
• Create and refine educational content that helps customers level up.

Benefits

• 100% premium coverage on our healthcare plans for employees and their families
• Dental & vision coverage for employees and families
• New laptop & equipment
• Wellness Stipend
• Innovative engineering and product culture
• Early-stage well-funded company
• Inclusion and diversity as a company priority

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees