Senior Customer Success Manager
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. 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.
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
Responsibilities
- Develop and execute success strategies that drive product adoption and usage
- Lead advanced trainings, workshops, and webinars to deepen customer expertise
- Monitor health metrics to identify risks and take proactive action
- Serve as a strategic advisor to customer stakeholders
- Build strong, trust-based relationships with decision-makers and champions
- Channel customer feedback to Product and Development to drive improvements
- Partner with Sales and Renewals on upsell, expansion, and retention plays
- Help customers adopt advanced features such as invoicing and e-payments
- Identify and pursue expansion opportunities aligned to customer goals
- Track and report on key customer metrics with precision
- Mentor and support CSM teammates with guidance and best practices
- Contribute to process improvements that scale team efficiency
Benefits
- Innovative engineering and product culture
- Early-stage well-funded company
- Inclusion and diversity as a company priority
- 100% premium coverage on our healthcare plans for employees and their families
- Dental & vision coverage for employees and families
- New laptop & equipment
- Wellness Stipend
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
