Monograph Inc.

• Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs • Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact • Partner with Finance and Revenue operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn) to identify and address process or insights gaps in the customer journey • Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation • Analyze and improve our Customer Health Score. Leverage strategic score feedback to build on and improve relationship management processes • Build and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management) • Collaborate closely between the Operations team and Product to align infrastructure and ensure CX reporting is accurate, consistent, and accessible • Establishing, maintaining, and enforcing SLAs across Revenue and CX teams

Look around you today, every store, home, hospital, school, was made possible by the coordination of architects and a team of professionals. They are charged with the responsibility of creating our shelters and yet, they are left with nothing more than Excel to manage their work. We're here to change that. What is Monograph? Monograph is a firm performance management platform for architecture and engineering practices. Firms use Monograph to make quick and confident decisions about budgeting and resources to drive their practices forward. Why Work at Monograph? People first: Core to the team, we believe in people first, curiosity, and empathy. You'll be a culture ambassador and deploy your genuine value for relationships to drive success and happiness. Build a company that will redefine architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants. You can shape the future of building design. Work with some of the best product people in the world: We’re an innovative team of highly productive individual contributors with a strong design background. You will be doing some of the best work of your life. About the Role As our Customer Experience (CX) Operations Manager, you will drive the effectiveness and efficiency of our team through data and become a key partner in defining customer experience objectives, strategy, and tactics, and in implementing processes that scale. A successful candidate is highly analytical, skilled at creating processes, and can confidently lead both insight generation and execution. Reporting to our VP Operations, the CX Operations Manager will act as the operations steward for workflows and systems for the VP of CX. Your Role - Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs - Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact - Partner with Finance and Revenue operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn) to identify and address process or insights gaps in the customer journey - Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation - Analyze and improve our Customer Health Score. Leverage strategic score feedback to build on and improve relationship management processes - Build and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management) - Collaborate closely between the Operations team and Product to align infrastructure and ensure CX reporting is accurate, consistent, and accessible - Establishing, maintaining, and enforcing SLAs across Revenue and CX teams You Have - Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions - Clear communication with excellent written, verbal, and listening skills - Strong leadership and interpersonal skills with an ability to drive cross-functional teams - Strong project management skills focused on driving change in a complex environment - Highly meticulous with detail, ability to manage multiple concurrent projects, and collaborate effectively across multiple departments and meet deadlines - Ability to effectively document processes utilized by CX for new and existing team members Your Experience - 3+ years relevant experience in Customer Experience operations or sales operations - Demonstrated experience rolling out and working with Customer Success Platforms (i.e. Custify, Intercom, Salesforce etc.) - Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization - Proficiency in SQL - Salesforce admin-level skills are a bonus Compensation - $110,000 - $135,000 salary (depending on experience), plus a comprehensive benefits package. 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. You'll Love Our Benefits 🎭 Innovative engineering and product culture 💰 Early-stage well-funded company ❤️ Inclusion and diversity as a company priority And 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

• Design high-quality layouts for decks, one-pagers, landing pages, ads, and campaign assets. • Translate briefs and messaging into strong hierarchy, narrative flow, and visual clarity. • Build and maintain reusable layout systems, templates, and component patterns. • Expand the graphic system over time with new visual elements, art direction references, and campaign-ready design patterns. • Art direct campaign visual treatments including typography, composition, imagery, and graphic devices. • Zoom out to shape scalable layout systems and zoom in to refine detail-level execution. • Partner with Demand Gen and Sales on channel variants while protecting brand consistency. • Partner with the UI Designer so product visuals and brand layouts feel cohesive. • Partner with the Video/Motion Lead on frames, style references, and motion aesthetics for cross-channel consistency. • Prepare production-ready files with clean naming, component structure, and handoff quality. • Provide creative direction and feedback to internal teammates and external contributors.

Look around you today, every store, home, hospital, school, was made possible by the coordination of architects and a team of professionals. They are charged with the responsibility of creating our shelters and yet, they are left with nothing more than Excel to manage their work. We're here to change that. What is Monograph? Monograph is a firm performance management platform for architecture and engineering practices. Firms use Monograph to make quick and confident decisions about budgeting and resources to drive their practices forward. Why Work at Monograph? People first: Core to the team, we believe in people first, curiosity, and empathy. You'll be a culture ambassador and deploy your genuine value for relationships to drive success and happiness. Build a company that will redefine architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants. You can shape the future of building design. Work with some of the best product people in the world: We’re an innovative team of highly productive individual contributors with a strong design background. You will be doing some of the best work of your life. Role Summary We're looking for a Brand Designer who can turn strategy and messaging into premium static creative across sales and marketing surfaces for design-literate professional audiences. This is a hands-on design role with creative direction responsibility. You set the visual standard, shape campaign aesthetics, and ensure every layout reflects clarity, restraint, and exceptional taste. Our audience is architects and engineers with high design standards, so the quality bar is premium, professional, and detail-driven. You will own the static system that supports the full team, from decks and one-pagers to landing pages and ad variants. What You'll Do - Design high-quality layouts for decks, one-pagers, landing pages, ads, and campaign assets. - Translate briefs and messaging into strong hierarchy, narrative flow, and visual clarity. - Build and maintain reusable layout systems, templates, and component patterns. - Expand the graphic system over time with new visual elements, art direction references, and campaign-ready design patterns. - Art direct campaign visual treatments including typography, composition, imagery, and graphic devices. - Zoom out to shape scalable layout systems and zoom in to refine detail-level execution. - Partner with Demand Gen and Sales on channel variants while protecting brand consistency. - Partner with the UI Designer so product visuals and brand layouts feel cohesive. - Partner with the Video/Motion Lead on frames, style references, and motion aesthetics for cross-channel consistency. - Prepare production-ready files with clean naming, component structure, and handoff quality. - Provide creative direction and feedback to internal teammates and external contributors. What You Bring - 5-8 years in brand design, marketing design, or visual communication. - Strong portfolio showing premium layout craft across web, campaign, deck, and sales surfaces. - Strong command of typography, spacing, composition, and information hierarchy. - Strong photography and lifestyle art direction instincts that elevate aesthetic quality. - Strong craft instincts with precision, restraint, and premium visual taste. - Ability to move quickly while maintaining high visual quality. - Experience building design systems and templates that improve speed and consistency. - Ability to lead visual direction and communicate design rationale with cross-functional teams. - Strong file hygiene and design operations discipline in Figma. Nice to Have - Experience in B2B SaaS or sales enablement-heavy environments. - Illustration skills for campaign graphics and visual accents. - Light motion art direction ability. - Experience mentoring junior designers or freelancers. Tools (Ideal Experience) - Design: Figma, Adobe Creative Suite - Collaboration: Notion, Slack, Google Workspace - AI generation tools: Midjourney, ChatGPT, Claude Compensation $90,000 - $120,000/year depending on experience in addition to our amazing benefits package and opportunities for growth. 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. You'll Love Our Benefits 🎭 Innovative engineering and product culture 💰 Early-stage well-funded company ❤️ Inclusion and diversity as a company priority And 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

• Own and execute the full upsell and expansion motion for existing accounts, including plan upgrades, add-ons, additional seats, and new product adoption. • Proactively identify and qualify expansion opportunities using product usage data, customer feedback, and firm growth signals. • Partner with Customer Success, Launch Managers, and Marketing to identify account growth opportunities and share feedback to improve the customer journey. • Drive adoption of new Monograph products and features—including billing, invoicing, and other tools—through consultative conversations that map customer needs to Monograph’s value. • Conduct targeted outreach to previously churned customers to reintroduce Monograph and win back accounts. • Build and maintain strong relationships with key stakeholders across architecture and engineering firms, from project managers to firm owners. • Maintain accurate records of opportunities, pipeline, and forecasts in CRM (HubSpot/Salesforce). • Help design, test, and refine Monograph’s upsell playbook—defining what works, what converts, and what drives customer retention. • Contribute to ongoing process improvement, reporting, and lead routing to help scale the expansion motion.

Look around you today, every store, home, hospital, school, was made possible by the coordination of architects and a team of professionals. They are charged with the responsibility of creating our shelters and yet, they are left with nothing more than Excel to manage their work. We're here to change that. What is Monograph? Monograph is a firm performance management platform for architecture and engineering practices. Firms use Monograph to make quick and confident decisions about budgeting and resources to drive their practices forward. Why Work at Monograph? People first: Core to the team, we believe in people first, curiosity, and empathy. You'll be a culture ambassador and deploy your genuine value for relationships to drive success and happiness. Build a company that will redefine architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants. You can shape the future of building design. Work with some of the best product people in the world: We’re an innovative team of highly productive individual contributors with a strong design background. You will be doing some of the best work of your life. About the Role Monograph is looking for an Account Manager of our Upsell team to help drive revenue growth within our existing customer base. In this role, you’ll own all upsell and expansion opportunities and work in partnership with our Subscriptions and Customer Experience teams to ensure firms continue to see increasing value from Monograph as they scale. This is a unique opportunity to build from 0 to 1. You’ll help define the playbook for how Monograph approaches customer expansion by combining consultative sales, data-driven insights, and deep product fluency. You’ll thrive here if you love working with customers, uncovering opportunities to expand their use of Monograph, and shaping the foundation of a high-impact upsell motion that directly drives both revenue and customer success. Your Role - Own and execute the full upsell and expansion motion for existing accounts, including plan upgrades, add-ons, additional seats, and new product adoption. - Proactively identify and qualify expansion opportunities using product usage data, customer feedback, and firm growth signals. - Partner with Customer Success, Launch Managers, and Marketing to identify account growth opportunities and share feedback to improve the customer journey. - Drive adoption of new Monograph products and features—including billing, invoicing, and other tools—through consultative conversations that map customer needs to Monograph’s value. - Conduct targeted outreach to previously churned customers to reintroduce Monograph and win back accounts. - Build and maintain strong relationships with key stakeholders across architecture and engineering firms, from project managers to firm owners. - Maintain accurate records of opportunities, pipeline, and forecasts in CRM (HubSpot/Salesforce). - Help design, test, and refine Monograph’s upsell playbook—defining what works, what converts, and what drives customer retention. - Contribute to ongoing process improvement, reporting, and lead routing to help scale the expansion motion. You Are - Consultative: You ask thoughtful questions, uncover business needs, and help customers unlock more value from Monograph. - Product-fluent: You understand Monograph’s product deeply and can clearly communicate its value to different personas. - Analytical: You use data to prioritize outreach, forecast accurately, and identify both risk and growth signals. - Organized: You maintain a clean pipeline, track progress, and document insights that help refine our approach. - Collaborative: You thrive in a cross-functional environment and see yourself as part of the full customer journey. - Resilient: You’re comfortable selling in a high-change, high-feedback environment and bring both structure and creativity to building something new. Your Experience - 3–6 years of experience in SaaS account management, expansion sales, or customer growth roles with a quota component. - Proven track record of driving upsell and cross-sell revenue within an existing customer base. - Experience working cross-functionally with Customer Success, Product, and Subscriptions teams. - Strong commercial acumen and comfort navigating renewal terms, usage data, ROI, and multi-stakeholder sales cycles. - Proficiency in CRM tools (HubSpot, Salesforce) and usage analytics platforms (ChurnZero preferred). - Excited by the challenge of building a new motion—comfortable oscillating between strategy and execution to scale what works. - Familiarity with AEC (architecture, engineering, construction) firms or project-based professional services is a plus. 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. You'll Love Our Benefits 🎭 Innovative engineering and product culture 💰 Early-stage well-funded company ❤️ Inclusion and diversity as a company priority And 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

• Own the customer lifecycle beyond onboarding, ensuring long-term success through strategic engagement, advanced product utilization, and proactive risk management. • Act as a trusted advisor to customers and serve as an escalation point for complex challenges. • Collaborate with Sales and Renewals to expand accounts and ensure customers see maximum value from Monograph. • Mentor junior CSMs, strengthening the team’s expertise and scaling best practices across the organization.

• Responsible for leading and scaling frontline support team across chat, phone, and email channels • Own daily performance, real-time coaching, phone operations, AI automation performance, and cross-functional alignment • Directly manage a team of Support Specialists and serve as the operational leader of live support environment • Ensure customers receive fast, high-quality, and consistent support • Owners of Intercom configuration and optimization, improve support efficiency through automation • Monitor and improve metrics such as first response time, CSAT, and phone handle time • Deliver structured call coaching, QA calibration, and real-time feedback • Handle escalations and provide leadership during high-pressure customer situations