Sr. Customer Success Manager
About The Position
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. We are searching for an experienced and strategic Sr. 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
- Salesforce experience preferred.
Responsibilities
- Serve as the primary post-sales contact for a portfolio of strategic renewal accounts.
- Lead customers through every milestone of their lifecycle: onboarding, adoption, optimization, renewal, and expansion.
- Develop success plans for key accounts to build deep, trusted partnerships that map desired outcomes to platform capabilities and best practices.
- 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.
- Reduce churn by proactively managing risks, facilitating corrective action plans, and ensuring strong product alignment across customer teams.
- Collaborate cross-functionally with Sales, Renewals, Product, and Technical Support to ensure a seamless customer experience.
- 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!
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
