Role Description

Join our Customer Experience team as a Customer Success Manager, where you’ll play a critical role in driving adoption, retention, and customer satisfaction. This is not a role for someone looking to sit back — we want a customer champion who thrives on solving complex challenges, mentoring teammates, and delivering measurable results.

Your Primary Focus:

• You will own the customer lifecycle beyond onboarding, ensuring long-term success through strategic engagement, advanced product utilization, and proactive risk management.
• You’ll act as a trusted advisor to customers, while also serving as an escalation point for tough challenges that require steady hands and sharp problem-solving.
• This is more than account management — it’s about building partnerships that grow with your customers.
• You’ll collaborate with Sales and Renewals to expand accounts, surface new opportunities, and ensure customers see maximum value from Monograph.
• You’ll also mentor junior CSMs, strengthening our team’s expertise and scaling best practices across the organization.

Key Responsibilities:

• Customer Success Strategy & Adoption:
  • Develop and execute success strategies that drive product adoption and usage.
  • Lead advanced trainings, workshops, and webinars to deepen customer expertise.
  • Monitor health metrics to identify risks and take proactive action.
• Customer Advocacy & Relationships:
  • Serve as a strategic advisor to customer stakeholders.
  • Build strong, trust-based relationships with decision-makers and champions.
  • Channel customer feedback to Product and Development to drive improvements.
• Revenue Expansion & Retention:
  • Partner with Sales and Renewals on upsell, expansion, and retention plays.
  • Help customers adopt advanced features such as invoicing and e-payments.
  • Identify and pursue expansion opportunities aligned to customer goals.
• Operational Excellence & Leadership:
  • Track and report on key customer metrics with precision.
  • Mentor and support CSM teammates with guidance and best practices.
  • Contribute to process improvements that scale team efficiency.

Qualifications

• 5–8 years of experience in Customer Success, Account Management, or related SaaS roles.
• Prior experience in the AEC (Architecture, Engineering, Construction) industry or working closely with architecture/engineering firms strongly preferred.
• Proven ability to analyze customer behavior and drive adoption strategies.
• Excellent communication skills with the ability to influence stakeholders.
• Proficiency with CRM tools and customer data reporting.
• Experience in training, onboarding, or consulting in a SaaS environment.

Requirements

• Salary Range: $70,000 - $80,000 along with an annual bonus incentive, depending on experience and performance.
• We encourage individuals from underrepresented backgrounds, including women and minorities, to apply for this position.
• We believe in creating a diverse and inclusive workplace and welcome candidates who may not meet every listed requirement but are eager to contribute and grow within our team.
• Even if you don't meet every requirement, we still encourage you to apply.

Benefits

• 🎭 Innovative engineering and product culture.
• 💰 Early-stage well-funded company.
• ❤️ Inclusion and diversity as a company priority.
• For US-based, full-time employees:
• 🌡 100% premium coverage on our healthcare plans for employees and their families.
• 🦷 Dental & vision coverage for employees and families.
• 🖥 New laptop & equipment.
• 🏋🏻‍♀️ Wellness Stipend.