Monograph

Customer Success Manager

• Own the customer lifecycle beyond onboarding, ensuring long-term success through strategic engagement, advanced product utilization, and proactive risk management.
• Act as a trusted advisor to customers and serve as an escalation point for complex challenges.
• Collaborate with Sales and Renewals to expand accounts and ensure customers see maximum value from Monograph.
• Mentor junior CSMs, strengthening the team’s expertise and scaling best practices across the organization.

Senior Customer Success Manager

Customer Support

• Responsible for leading and scaling frontline support team across chat, phone, and email channels
• Own daily performance, real-time coaching, phone operations, AI automation performance, and cross-functional alignment
• Directly manage a team of Support Specialists and serve as the operational leader of live support environment
• Ensure customers receive fast, high-quality, and consistent support
• Owners of Intercom configuration and optimization, improve support efficiency through automation
• Monitor and improve metrics such as first response time, CSAT, and phone handle time
• Deliver structured call coaching, QA calibration, and real-time feedback
• Handle escalations and provide leadership during high-pressure customer situations

Customer Support Manager

Content Marketing Manager

• Produce pixel-perfect product demos, videos, and visuals that highlight key features and communicate product value instantly.
• Experiment with new content formats and flows, figuring out which screens, data, and user scenarios resonate most.
• Create content for multiple channels — including social media, email campaigns, paid ads, etc.
• Collaborate with design to apply brand standards and leverage Figma files for product updates.
• Edit and sequence videos so the most important value hits in the first few seconds.
• Fill demos with realistic, customer-relevant data and polish every interaction (e.g., smooth mouse movements).
• Build reusable templates and content patterns that scale with product releases.
• Partner with the Growth Marketer to test, measure, and iterate on content performance.
• Use customer data, sales demos, and case studies to refine product-focused visuals and demos.

Content Marketer – Product

Manager

• Monitor churn daily and maintain a monthly churn forecast
• Analyze churn trends and prepare detailed quarterly retention reports identifying patterns and root causes
• Proactively identify at-risk accounts and partner with Success to execute save strategies
• Lead executive-level exit interviews for larger accounts and coordinate sponsorship outreach when appropriate
• Own renewal notices, expiring discounts, and annual subscription workflows
• Manage refund requests, credit disputes, and subscription exceptions
• Oversee conversion strategies from monthly to annual plans, including pricing and discount recommendations
• Ensure subscription data integrity across systems including Salesforce, ChurnZero, Stripe, and internal tracking tools
• Partner with Operations and Finance on pricing changes and plan increases
• Strategically assess which accounts can absorb pricing adjustments versus where retention risk requires alternative approaches
• Protect margin while balancing long-term customer value
• Partner with Sales to monitor new deals and downstream renewal implications
• Collaborate with Success to align on risk signals and re-onboarding opportunities
• Contribute to subscription process improvements across CX, Finance, and Operations
• Serve as internal subject matter expert on subscription policies and revenue processes

Senior Customer Success Manager

Customer Support Manager

Content Marketer – Product

Subscriptions Manager