Senior Customer Success Manager

Monograph is a firm performance management platform for architecture and engineering practices, and they are seeking a Senior Customer Success Manager to drive adoption, retention, and customer satisfaction. The role involves owning the customer lifecycle, acting as a trusted advisor, and mentoring junior team members while collaborating with Sales and Renewals to expand accounts and ensure customers derive maximum value from the product.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 5–8 years of experience in Customer Success, Account Management, or related SaaS roles
• 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