Join our Customer Experience department as a pivotal member, orchestrating cross-functional collaboration with teams such as Product, Subscriptions, and Sales.

Your Primary Focus: Take full ownership of the onboarding process for your customers, accomplishing total implementation within a designated time frame. Upon introduction by the sales team, execute a detailed plan for customers including initial setup, data migration (when applicable) and project creation, as well as training on advanced features and workflows regarding forecasting, invoicing, and reporting. In collaboration with the Support team, continue to provide ongoing aid and guidance to customers who have completed the onboarding process.

Additional Areas of Focus: Sustain long term relationship with customers who have completed onboarding through ongoing communication and check in. Collaborate with the Subscriptions team to secure high renewal rate and identify conversion opportunities. Drive revenue growth through add-on services provided such as Monograph Payroll.

As a Customer Success Manager, your role encompasses these key areas:

Onboarding Success

• Execute tailored onboarding plans, setting a strong foundation in order for the customer to advance through stages of training and product efficiency
• Foster a collaborative and positive customer environment, promoting customer ownership to accomplish required tasks
• Facilitate live training sessions, group webinars, async support, and follow-up to ensure customer remains on planned timeline
• Collaborate with the Data team for migration of historical data, including projects, timesheets, and billed fees
• Provide updated daily customer tracking to ensure app usage, positive sentiment, and completion pace
• Identify and resolve any obstructions or blockers to the onboarding plan to help support customer progress and timeline to complete onboarding
• Collaborate with Support team to aid post-onboarding customers with guided live sessions (by request) and further in-depth training

Operational Excellence

• Ensure accuracy of metrics and tracking by consistently completing required administrative tasks and updates during assigned progress blocks
• 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 with implementation or onboarding within a SaaS company.
• Proficiency with key CS tech stack: Salesforce, Intercom, Custify (or similar customer success software such as ChurnZero)
• 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
• Pacific or Mountain Time Zone preferred
• Bonus: Experience or familiarity with the architecture industry and/or Quickbooks Suite

Compensation Range: $60,000 - $75,000 annually
Exact compensation may vary based on skills, experience, and location.