Sr. Customer Success Manager at Monotype in London

Job description

• We are looking for a driven and customer-centric Sr. Customer Success Manager to help our customers adopt, optimize, and realize maximum value from our SaaS platform. In this role, you will combine onboarding expertise, relationship management, and proactive engagement to ensure customers achieve their desired outcomes throughout their lifecycle.

Responsibilities

• Own a defined book of business of low- to mid-touch accounts and build strong, trust-based relationships with key users and stakeholders.
• Lead onboarding and platform configuration for enterprise accounts, completing successful onboarding within ~90 days.
• Facilitate live onboarding sessions, training calls, and workflow walkthroughs to ensure early adoption.
• Utilize automation tools and standardized playbooks to streamline onboarding steps and communications, tracking and reporting on progress and defined metrics.
• Serve as the customer advocate—collect feedback, analyze usage patterns, identify friction points, and share insights with Product and Support teams to drive product utilization and customer ROI.
• Identify at-risk accounts, perform root-cause analysis, and partner with internal teams to develop mitigation plans.
• Participate in renewal preparation for your book of business and support expansion conversations.
• Partner with Sales to influence expansion and renewal outcomes.

Requirements

• 5+ years of experience in Customer Success, onboarding, support, or operations in a SaaS environment.
• Proven ability to manage customer relationships and drive adoption in a structured, metrics-driven role.
• Strong written and verbal communication skills, including customer presentations or training delivery.
• Proficiency with CRM systems, automation tools, and (ideally) customer success platforms.
• Excellent organizational and time-management skills; comfortable managing multiple accounts simultaneously.
• Strong problem-solving abilities, with the confidence to troubleshoot issues and navigate complex scenarios.
• Ability to follow and improve standardized processes while maintaining a customer-first mindset.

Skills

Required

• Customer Success
• Onboarding
• Support
• Operations
• CRM systems
• Automation tools
• Customer success platforms (ideally)
• Strong written and verbal communication
• Customer presentations
• Training delivery
• Organizational skills
• Time-management skills

Preferred

• Customer success platforms

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)
• Great pension scheme to save for your future, and so much more!