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Sr. Customer Success Manager
Monotype
Woburn, USA
Full-time
Senior · 5+ years experience
Onsite
Discovered 3 weeks ago
Account managementSalesforce
Key Skills for This Role
Account managementSalesforce
Full Job Posting
What you’ll do
- 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.
- What we’re looking for:
- 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.
- 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!
- 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.
- #LI-DNI
- The US pay range for this position is $110,000.00 - $120,000.00 annual base salary for external candidates with the appropriate level of experience. 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, and could be less for internal applicants depending upon experience. The job application window for this role is 30 days from the posting date.
Qualifications
- 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.
- Hybrid work arrangements and competitive paid time off programs.
- Comprehensive commercial medical insurance coverage to meet all your healthcare needs.
- 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!
- 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.
Preferred Qualifications
- Salesforce experience preferred.
- Competitive compensation with corporate bonus program & uncapped commission for quota-carrying Sales
- The US pay range for this position is $110,000.00 - $120,000.00 annual base salary for external candidates with the appropriate level of experience. 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, and could be less for internal applicants depending upon experience. The job application window for this role is 30 days from the posting date.
About Monotype
Software & SaaS1700 employeesFounded 1999
Private typography and font-technology company providing typefaces, licensing, and font-management tools to brands and creatives worldwide.
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