Customer Success Manager

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.

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.

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

• 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

As a CSM at Monograph, you’re not just keeping customers happy — you’re creating pathways for long-term growth, both for them and for our team. This role blends customer strategy, mentorship, and operational impact. If you’re motivated by building relationships, solving complex challenges, and making measurable contributions, this is the role for you.

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.