Sr. Type 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 Sr. Type Success Manager to join our team to help Global Key Accounts adopt and realize maximum value from our SaaS offering. You will be the customer’s dedicated point of contact for Customer Success, implementation, and technical support needs. Please note, this role will involve occasional travel (30%-50%). The ideal candidate is a patient, active listener with a customer focused approach to ensure that our products resonate with clients.

What you’ll be doing:

• Establish productive, professional relationships with key stakeholders and manage the post-Sales business relationship for select Global Key Accounts
• 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 actively contribute at critical milestones with our Global Key Accounts; provide guidance on the refinement and delivery of brand guidelines, ensure visual brand alignment and brand compliance across all channels
• Facilitate customer onboarding and conduct regular check-ins; hold product demonstrations that show the full value of the platform regarding its offerings and further customization or modifications as needed
• Provide ongoing support to customers for day-to-day administrative tasks related to our platform and assist with managing typography related projects across internal customers and external agencies
• Work with internal stakeholders to handle and resolve customer requests and technical issues; communicate with the development and product team on customer feedback to deliver scalable, and concrete solutions which will benefit the business and the client
• Identify opportunities of upselling and cross-selling, liaising with the appropriate Monotype teams to drive initiatives to increase revenue from existing accounts
• Reduce churn and drive new business growth through greater advocacy; leverage customer utilization data to identify insights and consumer trends to deliver innovative brand solutions
• Build value-based relationships with customers and create Monotype champions 
• Work cross-collaboratively Collaborate across the organization with field sales, studio, product, and technical support to maximize customer satisfaction

What we’re looking for:

• Proven prior experience within customer success, agency, or sales
• 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.
• Strong conceptual, critical thinking, technical and problem-solving skills with good attention to details.
• Proficiency in managing large scale initiatives.
• Knowledge of customer success processes.
• Basic knowledge of Windows and Mac text and design applications MSOffice, Adobe Creative Cloud, Figma, etc.

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.