Customer Success Associate

Are you our “TYPE”?

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. 

Want to learn more about who we are, what we do, and how you can become part of our team of over 1,000 talented employees across the globe? Visit us at www.monotype.com.

We are looking for a driven and customer-centric Customer Success Associate 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. We require someone who is fluent in both English and German to help support our German-speaking customer base.

What you’ll be doing:

• 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.

• Track and report onboarding progress, time-to-value metrics, and customer activation milestones.

• Own a defined book of business of low- to mid-touch accounts and build strong, trust-based relationships with key users and stakeholders.

• Conduct periodic check-ins, health reviews, and account touchpoints to monitor satisfaction and product adoption.

• Serve as the customer advocate—collect feedback, identify friction points, and share insights with Product and Support teams.

• Analyse customer usage patterns, engagement data, and health scores to identify adoption gaps or risks.

• Design and deliver best-practice recommendations that drive product utilization and customer ROI.

• Identify at-risk accounts, perform root-cause analysis, and partner with internal teams to develop mitigation plans.

• Collaborate closely with Sales, Renewals, Product, and Support to ensure a seamless customer experience.

• Participate in renewal preparation for your book of business and support expansion conversations.

• Support one-off customer projects requiring configuration, data review, or workflow customization.

• Provide timely and accurate email and call-based support for product inquiries, escalating as appropriate and providing follow through to ensure resolution for the customer.

• Identify upsell and cross-sell opportunities based on customer needs and product usage insights.

• Partner with Sales to influence expansion and renewal outcomes.

What we’re looking for:

• 3–5 years of experience in Customer Success, onboarding, support, or operations in a SaaS environment.

• Fluency in both English & German language skills, ability to read and write in both languages.

• 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.

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)

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

#LI-DNI

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.