Monograph

• Resolve support tickets through Intercom, providing customers with timely, friendly, and accurate responses. • Troubleshoot before escalating - replicate issues, gather necessary details, and provide a clear summary before passing to Engineering. • Conduct customer calls when further troubleshooting, explanation, or clarification is required to resolve complex issues efficiently. • Identify inefficiencies in ticket triage and contribute to scalable improvements for our customer support team. • Develop deep product knowledge and stay up-to-date on all new releases to better support our users. • Collaborate cross-functionally to promote a consistent and seamless user experience.

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.