Sr. Customer Success Operations Manager

Sr. Customer Success Operations Manager

Woburn, MA

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.

Monotype is seeking a Sr. Customer Success Operations Manager to join our Global Customer Success Operations & Insights team. This role will play a key part in building, delivering, and optimizing the systems, processes, workflows, AI-enabled automations, and insights that power our global Customer Success organization. You’ll be both a hands-on builder and a cross-functional partner — owning projects end-to-end and driving scalable efficiency across our teams.

The ideal candidate has a passion for understanding business needs and solving them with the right mix of CS systems, data, AI tools, and automation. They bring strong project management, technical aptitude, attention to detail, and a continuous-learning mindset, with practical experience using technology to simplify work, improve productivity, and enhance the customer journey.

What you’ll be doing:

• Work as part of our CS Operations team to own the end-to-end delivery of CS Ops projects, from intake and prioritization to rollout, enablement, and measurement. 

• Manage Customer Success Operations service requests — triaging requests, handling feature improvements and ensuring timely resolutions. 

• Support and optimize key CS tools, specifically ChurnZero, as required and in cooperation with other departmental operations teams in Monotype. 

• Support the wider CS organization in creating and deploying dashboards, workflows and playbooks to deliver customer value.

• Partner with CS leadership and cross-functional teams including Data, Marketing, Sales Enablement, and Operations to translate business requirements into scalable processes, tools, insights, and customer programs

• Develop and maintain reporting to support data-driven decisions across the CS organization. 

• Act as a trusted partner and advisor to your CS colleagues, CS leadership, and cross-functional teams, enabling efficiency and growth. 

• Lead automation and AI initiatives across CS processes, designing scalable workflows, establishing success metrics, and driving measurable improvements in productivity, customer experience, and operational performance

• Design and operationalize the customer health and churn-risk intelligence layer, synthesizing product usage, customer sentiment, and engagement signals into actionable recommendations for Customer Success Managers.

• Establish and maintain a trusted, reconciled view of the customer across systems, ensuring customer-health insights, risk scoring, and AI-driven workflows are built on reliable data.

• Partner with CS leadership to identify, prioritize, measure, and scale AI use cases that improve customer outcomes, operational efficiency, and revenue retention.

What we’re looking for:

• 5+ years of experience in a Customer Success Operations role, ideally within a B2B SaaS environment with multiple customer segments requiring customer journey variations. 

• Strong communication and stakeholder management skills. 

• Proven track record in owning and delivering operational projects end-to-end. 

• Proven experience designing or implementing AI-enabled workflows, automation, or productivity systems within Customer Success, Revenue Operations, Sales Operations, or SaaS operations.

• Hands-on experience using AI, automation, CRM/CS platforms, BI/reporting tools, or workflow systems to improve productivity, data quality, customer insights, and operational scalability.

• Hands-on experience with CS & Sales tools such as ChurnZero, Salesforce, and related automation or integration capabilities.

• Exceptional problem-solving, project management, and organizational skills with excellent attention to detail.  

• Solid working knowledge of SaaS business models, CS workflows and CS success metrics and KPIs such as NPS, CES, GRR, NRR, and CLTV. 

• Experience with creating Standard Operating Procedures (SOPs). Self-starter, proactive, and confident working independently in a fast-paced environment. 

• Technical aptitude with the ability to learn new technologies quickly. Experience using SQL, PowerBI, Syncari, AI-assisted productivity tools, and/or workflow automation platforms is preferred.

• Comfortable working across global, cross-functional teams and influencing without authority. 

• Demonstrated experience leveraging customer, product, and operational data to identify customer-health trends, churn risk, and opportunities for proactive intervention

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 $120,000.00 - $140,000.00 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.