Monotype

Sr. Customer Success Operations Manager

Woburn, MA · Senior

Sponsorship not specified$120k-$140kDetected 31 days ago

SQLProject ManagementStakeholder ManagementSalesforceCRMSalesOnboardingCustomer SuccessLeadershipCommunicationProblem SolvingOrganizational Skills

About the role

Customer Success Operations Manager Woburn, MA Are you our "TYPE"?
The company's rich legacy includes a library that can be traced back hundreds of years, featuring famed typefaces like Helvetica, Futura, Times New Roman and more.
Customer Success Operations Manager to join our Global Customer Success Operations & Insights team.

Manage Customer Success Operations service requests - triaging requests, handling feature improvements and ensuring timely resolutions.
Support the wider CS organization in creating and deploying dashboards, workflows and playbooks to deliver customer value.
Develop and maintain reporting to support data-driven decisions across the CS organization.
Act as a trusted partner and advisor to your CS colleagues, CS leadership, and cross-functional teams, enabling efficiency and growth.
Lead automation and AI initiatives across CS processes, designing scalable workflows, establishing success metrics, and driving measurable improvements in productivity, customer experience, and operational performance
Partner with CS leadership to identify, prioritize, measure, and scale AI use cases that improve customer outcomes, operational efficiency, and revenue retention.
Partner with CS leadership and cross-functional teams including Data, Marketing, Sales Enablement, and Operations to translate business requirements into scalable processes, tools, insights, and customer programs

5+ years of experience in a Customer Success Operations role, ideally within a B2B SaaS environment with multiple customer segments requiring customer journey variations.
Proven track record in owning and delivering operational projects end-to-end.
Proven experience designing or implementing AI-enabled workflows, automation, or productivity systems within Customer Success, Revenue Operations, Sales Operations, or SaaS operations.
Hands-on experience using AI, automation, CRM/CS platforms, BI/reporting tools, or workflow systems to improve productivity, data quality, customer insights, and operational scalability.
Hands-on experience with CS & Sales tools such as ChurnZero, Salesforce, and related automation or integration capabilities.
Solid working knowledge of SaaS business models, CS workflows and CS success metrics and KPIs such as NPS, CES, GRR, NRR, and CLTV.
Experience with creating Standard Operating Procedures (SOPs).
Support and optimize key CS tools, specifically ChurnZero, as required and in cooperation with other departmental operations teams in Monotype.

Technical aptitude with the ability to learn new technologies quickly.
Experience using SQL, PowerBI, Syncari, AI-assisted productivity tools, and/or workflow automation platforms is preferred.

The US pay range for this position is $120,000.00 - $140,000.00 annual base salary for external candidates with the appropriate level of experience.

Comprehensive commercial medical insurance coverage to meet all your healthcare needs.
Competitive compensation with corporate bonus program & uncapped commission for quota-carrying Sales
Retirement planning options to save for your future, and so much more!
A corporate bonus will also be offered as part of this role.
Design and operationalize the customer health and churn-risk intelligence layer, synthesizing product usage, customer sentiment, and engagement signals into actionable recommendations for Customer Success Managers.
Establish and maintain a trusted, reconciled view of the customer across systems, ensuring customer-health insights, risk scoring, and AI-driven workflows are built on reliable data.
Hybrid work arrangements and competitive paid time off programs.

Work as part of our CS Operations team to own the end-to-end delivery of CS Ops projects, from intake and prioritization to rollout, enablement, and measurement.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

This listing is sourced directly from Monotype's careers page and normalized into a canonical job model.