Senior Customer Success Manager

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

Join our Customer Experience team as a Senior 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

• 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

Why This Role Matters

As a Senior 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.

Additional Details

Salary Range: $80,000 –$90,000 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.

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