Monograph

Customer Support

• Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs
• Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact
• Partner with Finance and Revenue operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn) to identify and address process or insights gaps in the customer journey
• Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
• Analyze and improve our Customer Health Score. Leverage strategic score feedback to build on and improve relationship management processes
• Build and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management)
• Collaborate closely between the Operations team and Product to align infrastructure and ensure CX reporting is accurate, consistent, and accessible
• Establishing, maintaining, and enforcing SLAs across Revenue and CX teams

Customer Experience Operations Manager

Brand Designer

• Design high-quality layouts for decks, one-pagers, landing pages, ads, and campaign assets.
• Translate briefs and messaging into strong hierarchy, narrative flow, and visual clarity.
• Build and maintain reusable layout systems, templates, and component patterns.
• Expand the graphic system over time with new visual elements, art direction references, and campaign-ready design patterns.
• Art direct campaign visual treatments including typography, composition, imagery, and graphic devices.
• Zoom out to shape scalable layout systems and zoom in to refine detail-level execution.
• Partner with Demand Gen and Sales on channel variants while protecting brand consistency.
• Partner with the UI Designer so product visuals and brand layouts feel cohesive.
• Partner with the Video/Motion Lead on frames, style references, and motion aesthetics for cross-channel consistency.
• Prepare production-ready files with clean naming, component structure, and handoff quality.
• Provide creative direction and feedback to internal teammates and external contributors.

Account Manager

• Own and execute the full upsell and expansion motion for existing accounts, including plan upgrades, add-ons, additional seats, and new product adoption.
• Proactively identify and qualify expansion opportunities using product usage data, customer feedback, and firm growth signals.
• Partner with Customer Success, Launch Managers, and Marketing to identify account growth opportunities and share feedback to improve the customer journey.
• Drive adoption of new Monograph products and features—including billing, invoicing, and other tools—through consultative conversations that map customer needs to Monograph’s value.
• Conduct targeted outreach to previously churned customers to reintroduce Monograph and win back accounts.
• Build and maintain strong relationships with key stakeholders across architecture and engineering firms, from project managers to firm owners.
• Maintain accurate records of opportunities, pipeline, and forecasts in CRM (HubSpot/Salesforce).
• Help design, test, and refine Monograph’s upsell playbook—defining what works, what converts, and what drives customer retention.
• Contribute to ongoing process improvement, reporting, and lead routing to help scale the expansion motion.

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

• 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 Experience Operations Manager

Brand Designer

Account Manager

Senior Customer Success Manager

Customer Support Manager