Customer Success Manager - Monograph (Remote)
Monograph was founded by a team of ex-architects. Monograph is modernizing design professionals’ back office with a beautiful, data-driven platform to help them manage, plan and grow their companies. Our mission is to let architects get back to doing what they love and do best—design—not finance, management or Excel.
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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.
Salary
$60,000 - $75,000 depending on relevant experience and location.
Description
Join our Customer Experience department as a pivotal member, orchestrating cross-functional collaboration with teams such as Subscriptions, Product, and Sales. Your primary focus: Ensure our customers achieve optimal outcomes while adopting Monograph, securing their commitment to the platform.
As a Customer Success Manager, your role encompasses these key areas:
Relationship Building
Lead new customer onboarding by leading product demonstrations and executing tailored onboarding plans, ensuring a seamless implementation and training experience.
Nurture relationships with existing customers post-onboarding through consistent communication, providing new feature training, soliciting testimonials, and gathering invaluable product feedback.
Drive product usage by showcasing the value of advanced features, recommending best practices, and guiding integration into daily operations.
Collaborate with the Subscriptions team to execute renewal campaigns and provide updated customer sentiment regularly, fostering high retention rates.
Recognize conversion opportunities for accounts by emphasizing the benefits of annual and multi-year subscriptions.
Translate product and industry expertise to secure long-term success and adoption.
Operational Excellence
Exhibit dedication to refining internal processes, actively seeking opportunities for enhancement in daily operations.
Establish measurable, data-driven goals aligned with both the position and company objectives.
Maintain awareness of strategic company goals and actively contribute ideas and actions supporting them.
Pursue external knowledge and training to implement innovative approaches, driving internal efficiency and effectiveness.
Product Proficiency
Independently create and refine educational content, leveraging a robust understanding of our product and technical acumen.
Identify emerging trends within customer workflows to bridge gaps and support ongoing product enhancement.
Articulate the strengths, weaknesses, and immediate workflows of our product to address inquiries and concerns effectively.
Qualifications
3+ years of experience in customer success within a SaaS company.
Proficiency with key CS tech stack: Salesforce, Hubspot, Intercom, ChurnZero or Custify.
Demonstrated sense of urgency, accountability, acute attention to detail, and operational efficiency.
Exceptional multitasking abilities coupled with rapid adaptability and a knack for quick learning.
Proven capability to foster collaborative relationships across sales, marketing, and support, enhancing the overall customer experience.
Thrives within an ambiguous, constantly evolving atmosphere with opportunities to test, experiment, and learn dynamically while executing plans.
Reliable internet access and adeptness with G Suite, Zoom, Slack, and basic internet technologies.
Bonus: Experience or familiarity with the architecture industry, payroll or Quickbooks
What benefits can you expect
🌡 Medical, dental & vision insurance
🖥 New laptop & home office stipend
🎭 Innovative engineering and product culture
💰 Early stage well-funded company
❤️ Inclusion and diversity as a company priority
