Sr. Customer Success Operations Manager

Sr. Customer Success Operations Manager – Woburn, MA

Monotype brings brands to life through type and technology that consumers engage with every day. Our library traces back hundreds of years and includes iconic typefaces such as Helvetica, Futura, Times New Roman and many others. We specialize in designing, developing, licensing and managing typefaces and font technologies for the world’s biggest global brands and creative professionals.

We are seeking a Sr. Customer Success Operations Manager to join our Global Customer Success Operations & Insights team. This role will play a key part in building, delivering and optimizing the systems, processes, workflows, AI‑enabled automations and insights that power our global Customer Success organization. You will own projects end‑to‑end and drive scalable efficiency across our teams.

• Own the end‑to‑end delivery of CS Ops projects, from intake and prioritization to rollout, enablement and measurement.
• Manage CS Ops service requests – triage requests, handle feature improvements and ensure timely resolutions.
• Support and optimize CS tools such as Churn Zero and work with other departmental operations teams.
• Help the CS organization create and deploy dashboards, workflows and playbooks to deliver customer value.
• Partner with CS leadership and cross‑functional teams (Data, Marketing, Sales Enablement, Operations) to translate business requirements into scalable processes, tools, insights and programs.
• Develop and maintain reporting to support data‑driven decisions across the CS organization.
• Act as a trusted partner and advisor to CS colleagues, leadership and teams to enable efficiency and growth.
• Lead automation and AI initiatives across CS processes, designing scalable workflows, setting success metrics and driving measurable improvements in productivity, customer experience and operational performance.
• Design and operationalize the customer health and churn‑risk intelligence layer, synthesizing product usage, customer sentiment and engagement signals into actionable recommendations for Customer Success Managers.
• Maintain a reconciled view of the customer across systems and ensure AI‑driven workflows are built on reliable data.
• Partner with CS leadership to identify, prioritize, measure and scale AI use cases that improve outcomes, efficiency and revenue retention.

• 5+ years of experience in a Customer Success Operations role, ideally within a B2B SaaS environment with multiple customer segments.
• Strong communication and stakeholder management skills.
• Proven track record of owning and delivering operational projects end‑to‑end.
• Experience designing or implementing AI‑enabled workflows, automation or productivity systems within CS or SaaS operations.
• Hands‑on experience with AI, automation, CRM/CS platforms, BI/reporting tools or workflow systems to improve productivity, data quality, customer insights and scalability.
• Experience with CS and Sales tools such as Churn Zero, Salesforce and related automation or integration capabilities.
• Exceptional problem‑solving, project management and organizational skills with excellent attention to detail.
• Working knowledge of SaaS business models, CS workflows and CS success metrics – NPS, CES, GRR, NRR, CLTV.
• Experience creating Standard Operating Procedures (SOPs).
• Self‑starter, proactive and confident working independently in a fast‑paced environment.
• Technical aptitude and ability to learn new technologies quickly.
• Preferred experience with SQL, PowerBI, Syncari, AI‑assisted productivity tools and/or workflow automation platforms.
• Comfortable working across global, cross‑functional teams and influencing without authority.
• Demonstrated ability to leverage customer, product and operational data to identify health trends, churn risk and proactive intervention opportunities.

• Hybrid work arrangements and competitive paid time off programs.
• Comprehensive commercial medical insurance coverage to meet all your healthcare needs.
• Competitive compensation with corporate bonus program & uncapped commission for quota‑carrying Sales.
• A creative, innovative, and global working environment in the creative and…