Senior Customer Success Manager

Monograph•San Francisco, CA

17h•$80,000 - $90,000

About The Position

Join our Customer Experience team as a Senior Customer Success Manager, where you’ll play a critical role in driving adoption, retention, and customer satisfaction. This is not a role for someone looking to sit back — we want a customer champion who thrives on solving complex challenges, mentoring teammates, and delivering measurable results. Your Primary Focus You will own the customer lifecycle beyond onboarding, ensuring long-term success through strategic engagement, advanced product utilization, and proactive risk management. You’ll act as a trusted advisor to customers, while also serving as an escalation point for tough challenges that require steady hands and sharp problem-solving. This is more than account management — it’s about building partnerships that grow with your customers. You’ll collaborate with Sales and Renewals to expand accounts, surface new opportunities, and ensure customers see maximum value from Monograph. You’ll also mentor junior CSMs, strengthening our team’s expertise and scaling best practices across the organization. Why This Role Matters As a Senior CSM at Monograph, you’re not just keeping customers happy — you’re creating pathways for long-term growth, both for them and for our team. This role blends customer strategy, mentorship, and operational impact. If you’re motivated by building relationships, solving complex challenges, and making measurable contributions, this is the role for you.

Requirements

5–8 years of experience in Customer Success, Account Management, or related SaaS roles
Proven ability to analyze customer behavior and drive adoption strategies
Excellent communication skills with the ability to influence stakeholders
Proficiency with CRM tools and customer data reporting
Experience in training, onboarding, or consulting in a SaaS environment