Customer Success Manager

Customer Success Manager

London or Remote UK

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 also provides a first-of-its-kind service that makes fonts more accessible for creative professionals to discover, license, and use in our increasingly digital world. We work with the biggest global brands, and with individual creatives, 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 and how you can become part of our team? Visit us at www.monotype.com.

We are searching for the right Customer 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 and active listener with a passion for service.

What you’ll be doing:

• 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 take part in all milestones
• Facilitate customer onboarding and conduct regular check-ins
• Provide ongoing support to customers for day-to-day administrative tasks related to our platform
• Hold product demonstrations that show the full value of our platform and review product roadmap
• Communicate with the development and product team on customer feedback to deliver scalable and concrete solutions which will benefit the business and the client
• Handle and resolve customer requests and technical issues
• Create and maintain technical processes and procedures, handle advanced installations and troubleshooting issues
• Identify opportunities of upselling and cross-selling
• Analyze customer utilization data to improve customer experience
• Reduce churn and drive new business growth through greater advocacy
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Build value-based relationships with customers and create Monotype champions
• Mediate between clients and the organization
• 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.
• Basic knowledge of Windows and Mac text and design applications MSOffice, Adobe Creative Cloud, Figma, etc.

What’s in it for you:

• Highly engaged “Fun” Committee to keep work enjoyable
• Medical & Dental Insurance, and Eyecare vouchers to meet all your healthcare needs
• 25 paid holidays
• Great pension scheme 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.