• Conduct high-volume outbound calls to new business prospects including physicians, Medspa, and aesthetic practices • Re-engage existing system owners to identify expansion, upgrade, or replacement through open house staffing opportunities • Introduce the company’s aesthetic technology portfolio at a high level and assess interest and timing • Navigate gatekeepers and engage decision-makers professionally and confidently • Qualify leads based on established criteria (practice type, decision-maker access, timing, budget, and intent) • Accurately document call outcomes and opportunity details in Salesforce or designated CRM • Submit qualified leads to the assigned Aesthetic Consultant or Executive Aesthetic Consultant with complete and actionable notes • Ensure timely and clean handoff to maximize conversion rates and rep productivity • Maintain consistent outbound activity levels aligned with performance expectations • Track follow-up cadence and engagement history to ensure no opportunity is missed • Collaborate with sales leadership to refine messaging, targeting, and qualification standards

• Manage a pooled portfolio of customers across multiple segments and lifecycle stages. • Drive customer adoption, engagement, retention, value realization, and growth opportunities. • Monitor customer health signals, usage trends, risks, and opportunities across the portfolio. • Identify at-risk accounts early and coordinate mitigation plans. • Support renewal readiness and contribute to retention efforts. • Identify opportunities for customer growth and expansion where appropriate. • Ensure customers are achieving meaningful outcomes and realizing value from our solutions. • Help define and operationalize our approach to serving pooled customers at scale. • Design and execute customer engagement programs including webinars, office hours, enablement campaigns, lifecycle communications, adoption initiatives, and success content. • Create repeatable customer journeys, plays, templates, and engagement strategies. • Leverage segmentation, automation, and customer insights to deliver the right engagement at the right time. • Measure program effectiveness and continuously improve based on customer outcomes and business impact. • Help build the foundation for a scalable Customer Success model. • Develop and refine playbooks, lifecycle strategies, health scoring frameworks, and customer segmentation approaches. • Identify opportunities to improve efficiency, consistency, and customer outcomes. • Contribute to reporting, operational processes, and success metrics. • Partner with leadership to help shape how Customer Success evolves as the organization grows. • Capture customer feedback, trends, friction points, and product enhancement opportunities. • Act as a voice of the customer internally. • Identify customer advocates, references, and success stories. • Surface customer insights that influence product direction and business decisions. • Partner closely with Product, Support, Sales, Marketing, and Professional Services teams. • Coordinate customer risk mitigation and success initiatives. • Contribute to a seamless and consistent customer experience across the customer lifecycle. • Maintain accurate customer data, engagement tracking, and account documentation. • Use CRM, Customer Success, and analytics platforms to drive prioritization and decision-making. • Manage competing priorities effectively in a high-volume environment. • Use data and insights to identify trends, opportunities, and areas requiring intervention.

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.

• The Consultant - Customer Success Manager performs client relationship management, value measurement execution, and stakeholder engagement within consulting engagements. • Supports client Value Realization initiatives and delivery teams utilizing customer success methodologies and value measurement techniques to maximize business outcomes. • Analyzes client success patterns, translated business objectives into value realization roadmaps, and championed client outcomes. • Manages account relationships with appropriate client stakeholders, providing regular status updates on value realization progress. • Owns and monitors client success metrics and key performance indicators.