Associate, Customer Success

About Monotype (Global)

Named "One of the Most Innovative Companies in Design" by Fast Company, Monotype brings brands to life through type and technology that consumers engage with every day. 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.

Monotype also provides a first-of-its-kind service that makes fonts more accessible for creative professionals to discover, license, and use in our increasingly digital world. We work with the biggest global brands, and with individual creatives, offering a wide set of solutions that make it easier for them to do what they do best: design beautiful brand experiences.

Monotype Solutions India

Monotype Solutions India is a strategic center of excellence for Monotype and is a certified Great Place to Work® three years in a row. The focus of this fast‑growing center spans Product Development, Product Management, Experience Design, User Research, Market Intelligence, Research in areas of Artificial Intelligence and Machine learning, Innovation, Customer Success, Enterprise Business Solutions, and Sales. Headquartered in the Boston area of the United States and with offices across 4 continents, Monotype is the world’s leading company in fonts. It’s a trusted partner to the world’s top brands and was named “One of the Most Innovative Companies in Design” by Fast Company.

Monotype brings brands to life through the type and technology that consumers engage with every day. 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. Monotype also provides a first-of-its-kind service that makes fonts more accessible for creative professionals to discover, license, and use in our increasingly digital world. We work with the biggest global brands, and with individual creatives, offering a wide set of solutions that make it easier for them to do what they do best: design beautiful brand experiences.

Role Overview

We are looking for a driven and customer‑centric Customer Success Associate to help our customers adopt, optimize, and realize maximum value from our SaaS platform. In this role, you will combine onboarding expertise, relationship management, and proactive engagement to ensure customers achieve their desired outcomes throughout their lifecycle.

Responsibilities

• Lead onboarding and platform configuration for enterprise accounts, completing successful onboarding within ~90 days.
• Facilitate live onboarding sessions, training calls, and workflow walkthroughs to ensure early adoption.
• Utilize automation tools and standardized playbooks to streamline onboarding steps and communications.
• Track and report onboarding progress, time‑to‑value metrics, and customer activation milestones.
• Own a defined book of business of low‑ to mid‑touch accounts and build strong, trust‑based relationships with key users and stakeholders.
• Conduct periodic check‑ins, health reviews, and account touchpoints to monitor satisfaction and product adoption.
• Serve as the customer advocate—collect feedback, identify friction points, and share insights with Product and Support teams.
• Analyze customer usage patterns, engagement data, and health scores to identify adoption gaps or risks.
• Design and deliver best‑practice recommendations that drive product utilization and customer ROI.
• Identify at‑risk accounts, perform root‑cause analysis, and partner with internal teams to develop mitigation plans.
• Collaborate closely with Sales, Renewals, Product, and Support to ensure a seamless customer experience.
• Participate in renewal preparation for your book of business and support expansion conversations.
• Support one‑off customer projects requiring configuration, data review, or workflow customization.
• Provide timely and accurate email and call‑based support for product inquiries, escalating as appropriate and providing follow‑through to ensure resolution for the customer.
• Identify upsell and cross‑sell opportunities based on customer needs and product usage insights.
• Partner with Sales to influence expansion and renewal outcomes.

Requirements

• 2‑4 years of experience in Customer Success, onboarding, support, or operations in a SaaS environment.
• Proven ability to manage customer relationships and drive adoption in a structured, metric‑driven role.
• Strong written and verbal communication skills, including customer presentations or training delivery.
• Proficiency with CRM systems, automation tools, and (ideally) customer success platforms.
• Excellent organizational and time‑management skills; comfortable managing multiple accounts simultaneously.
• Strong problem‑solving abilities, with the confidence to troubleshoot issues and navigate complex scenarios.
• Ability to follow and improve standardized processes while maintaining a customer‑first mindset.
• Monotype is expanding globally. Proficiency in one or more of the following languages is desirable (not mandatory) for this role: German, Japanese, French, Spanish.

Equal Opportunity Statement

Monotype is an Equal Opportunities Employer. 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.

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