Customer Success Manager

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 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:

• Extensive development and training offerings.

• Highly engaged Events Committee to keep work enjoyable.

• Competitive Medical, Dental, and Vision Coverage to meet all your healthcare needs.

• Flexible work arrangements and unlimited vacation and sick time.

• Generous 401k match 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.

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