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.

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.

Join our Customer Experience department as a pivotal member driving real results for our customers and our company. This is not a role for someone looking to coast. We are looking for the best of the best — someone who takes full ownership, obsesses over customer outcomes, and pushes themselves and their customers to grow every single day.

Your Primary FocusOwn the onboarding process for your customers from start to finish. From the first handoff from Sales, you will execute a detailed plan that covers setup, data migration, project creation, and training on advanced features like forecasting, invoicing, and reporting. You will clear blockers fast, set a pace that keeps customers moving, and make sure every firm gets to full implementation on schedule. Once onboarding is complete, you will partner with Support to continue delivering guidance and high impact training.

Additional Areas of FocusYou are not just an onboarding guide, you are a long term partner. You will foster deep customer relationships through consistent communication, proactive strategies, and a genuine drive to see customers succeed. You will collaborate with the Subscriptions team to maximize renewals, expand adoption, and help our customers achieve real results with Monograph.

Key Responsibilities

Onboarding Success

• Execute tailored onboarding plans that set a strong foundation for long term success
• Facilitate live trainings, group webinars, async support, and follow ups to keep customers on trackPartner with the Data team to coordinate historical migrations including projects, timesheets, and billed fees
• Track customer progress daily, monitoring usage, sentiment, and pace
• Remove obstacles with urgency to keep onboarding timelines intact
• Partner with Support to ensure post onboarding customers continue to advance with expert level training

Operational Excellence

• Keep metrics accurate and up to date with disciplined tracking and reporting
• Spot opportunities to improve internal processes and act on them
• Set measurable, data driven goals that tie directly to company outcomes
• Stay aligned with Monograph’s broader strategic goals and contribute ideas that move us forward
• Continuously invest in your own growth and bring new approaches to the team

Product Proficiency

• Build and maintain a deep understanding of Monograph’s product and technical workflows
• Anticipate customer needs by identifying trends and gaps in usage
• Communicate clearly and confidently about product strengths, weaknesses, and solutions
• Create and refine educational content that helps customers level up

Qualifications

• 3+ years of SaaS experience in implementation, onboarding, or customer success
• Proficiency with key CS tools including Salesforce, Intercom, and ChurnZero
• A true sense of urgency, accountability, and attention to detailStrong multitasking skills and the ability to adapt quickly to changing priorities
• Demonstrated success building relationships across sales, marketing, support, and product teams
• Thrives in dynamic environments where experimentation and learning fuel progressReliable internet and fluency with tools like G Suite, Zoom, Slack, and modern SaaS techBonus: familiarity with the architecture, engineering, and construction (AEC) industry

Why This Role MattersThis is not just another CSM job. At Monograph, you will set the bar for what it means to deliver world class customer experience. We expect someone who gives a damn about our customers, drives measurable results, and pushes themselves to get better every day. If you are hungry to grow, love to win, and want to make a lasting impact, this is the place for you.