Customer Success Manager

Customer Success Manager

We are searching for the right Customer Success Manager to join our team to help our enterprise customers adopt and realize maximum value from our SaaS offering.

What you'll be doing:

• Manage the post-sales business relationships to a growing portfolio of enterprise customers
• Know the business of our customers and bring their vision and inspiration to life by leveraging the full potential of Monotype's Font platform
• Be involved in the entire customer lifecycle and take part in all milestones
• Analyze customer utilization data to improve customer experience
• Reduce churn and drive new business growth through greater advocacy
• Hold product demonstrations that show the full value of our platform
• Implement and improve onboarding processes
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Build value-based relationships with customers and create Monotype champions
• Identify opportunities of upselling and cross-selling
• Mediate between clients and the organization
• Handle and resolve customer requests and complaints
• Communicate with the product team on customer feedback and help refine the product roadmap
• Collaborate across the organization with field sales, renewals, and technical support to maximize customer satisfaction
• Travel occasionally (20-30%)

What we're looking for:

• 3+ years of customer success, client relations, sales experience
• Highly organized and able to multi-task
• Self-driven and proactive nature
• Excellent communication and interpersonal skills
• Self-starter with the confidence to design new processes and programs and evolve them as needed
• Knowledge of customer success processes
• Patient and active listener
• Passion for service
• Previous experience within software, technology, publishing, media, and advertising or design market segments preferred
• Salesforce experience preferred

What's in it for you:

• 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!

The US pay range for this position is $70,000 – $95,000 annual base salary. A corporate bonus will also be offered as part of this role. The final annual base salary offered will be based on location and experience level.

Monotype is an Equal Opportunities Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.