Monograph

Drive customer adoption, retention, and satisfaction through strategic engagement, training, and proactive risk management. | 5-8 years in SaaS customer success or account management, with strong communication, data analysis, and training skills. | Look around you today, every store, home, hospital, school, was made possible by the coordination of architects and a team of professionals. They are charged with the responsibility of creating our shelters and yet, they are left with nothing more than Excel to manage their work. We're here to change that. What is Monograph? Monograph is a firm performance management platform for architecture and engineering practices. Firms use Monograph to make quick and confident decisions about budgeting and resources to drive their practices forward. Why Work at Monograph? People first: Core to the team, we believe in people first, curiosity, and empathy. You'll be a culture ambassador and deploy your genuine value for relationships to drive success and happiness. Build a company that will redefine architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants. You can shape the future of building design. Work with some of the best product people in the world: We’re an innovative team of highly productive individual contributors with a strong design background. You will be doing some of the best work of your life. About the Role Join our Customer Experience team as a Senior Customer Success Manager, where you’ll play a critical role in driving adoption, retention, and customer satisfaction. This is not a role for someone looking to sit back — we want a customer champion who thrives on solving complex challenges, mentoring teammates, and delivering measurable results. Your Primary Focus You will own the customer lifecycle beyond onboarding, ensuring long-term success through strategic engagement, advanced product utilization, and proactive risk management. You’ll act as a trusted advisor to customers, while also serving as an escalation point for tough challenges that require steady hands and sharp problem-solving. This is more than account management — it’s about building partnerships that grow with your customers. You’ll collaborate with Sales and Renewals to expand accounts, surface new opportunities, and ensure customers see maximum value from Monograph. You’ll also mentor junior CSMs, strengthening our team’s expertise and scaling best practices across the organization. Key Responsibilities Customer Success Strategy & Adoption Develop and execute success strategies that drive product adoption and usage Lead advanced trainings, workshops, and webinars to deepen customer expertise Monitor health metrics to identify risks and take proactive action Customer Advocacy & Relationships Serve as a strategic advisor to customer stakeholders Build strong, trust-based relationships with decision-makers and champions Channel customer feedback to Product and Development to drive improvements Revenue Expansion & Retention Partner with Sales and Renewals on upsell, expansion, and retention plays Help customers adopt advanced features such as invoicing and e-payments Identify and pursue expansion opportunities aligned to customer goals Operational Excellence & Leadership Track and report on key customer metrics with precision Mentor and support CSM teammates with guidance and best practices Contribute to process improvements that scale team efficiency Qualifications 5–8 years of experience in Customer Success, Account Management, or related SaaS roles Proven ability to analyze customer behavior and drive adoption strategies Excellent communication skills with the ability to influence stakeholders Proficiency with CRM tools and customer data reporting Experience in training, onboarding, or consulting in a SaaS environment Why This Role Matters As a Senior CSM at Monograph, you’re not just keeping customers happy — you’re creating pathways for long-term growth, both for them and for our team. This role blends customer strategy, mentorship, and operational impact. If you’re motivated by building relationships, solving complex challenges, and making measurable contributions, this is the role for you. Additional Details Salary Range: $80,000 –$90,000 along with an annual bonus incentive, depending on experience and performance. We encourage individuals from underrepresented backgrounds, including women and minorities, to apply for this position. We believe in creating a diverse and inclusive workplace and welcome candidates who may not meet every listed requirement but are eager to contribute and grow within our team. Even if you don't meet every requirement, we still encourage you to apply. You'll Love Our Benefits 🎭 Innovative engineering and product culture 💰 Early-stage well-funded company ❤️ Inclusion and diversity as a company priority And for US-based, full-time employees: 🌡 100% premium coverage on our healthcare plans for employees and their families 🦷 Dental & vision coverage for employees and families 🖥 New laptop & equipment 🏋🏻‍♀️ Wellness Stipend

Leading and scaling a customer support team across multiple channels, optimizing workflows and AI tools, and improving customer satisfaction metrics. | Extensive experience in SaaS customer support, team management, and proficiency with support tools like Intercom and AI support platforms. | Look around you today, every store, home, hospital, school, was made possible by the coordination of architects and a team of professionals. They are charged with the responsibility of creating our shelters and yet, they are left with nothing more than Excel to manage their work. We're here to change that. What is Monograph? Monograph is a firm performance management platform for architecture and engineering practices. Firms use Monograph to make quick and confident decisions about budgeting and resources to drive their practices forward. Why Work at Monograph? People first: Core to the team, we believe in people first, curiosity, and empathy. You'll be a culture ambassador and deploy your genuine value for relationships to drive success and happiness. Build a company that will redefine architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants. You can shape the future of building design. Work with some of the best product people in the world: We’re an innovative team of highly productive individual contributors with a strong design background. You will be doing some of the best work of your life. About the Role: The Customer Support Manager is responsible for leading and scaling our frontline support team across chat, phone, and email channels. This role owns daily performance, real-time coaching, phone operations, AI automation performance, and cross-functional alignment to ensure customers receive fast, high-quality, and consistent support as we grow. You will directly manage a team of Support Specialists and serve as the operational leader of our live support environment. This role has measurable impact on CSAT, response time, resolution efficiency, phone service levels, and AI-assisted resolution rates. This role is U.S.-based with a strong preference for PST time zone to ensure alignment with team coverage and cross-functional partners. What You’ll Own: Intercom & AI Optimization Serve as operational owner of Intercom configuration and optimization (inbox workflows, routing rules, SLAs, tagging, reporting) Continuously improve support efficiency through automation and workflow design Own AI performance metrics including resolution rate, deflection rate, and human handoff rate Partner with CX and Product to improve knowledge base quality to support AI accuracy Optimize Fin (or similar AI tools) to reduce cost per contact while maintaining customer experience standards Multi-Channel Leadership Lead and develop a team of 5+ Support Specialists handling chat, phone, and email Own performance across live phone and chat channels, including service level targets and queue health Design and manage phone coverage models aligned to staffing forecasts Monitor and improve metrics including: First response time Time to resolution CSAT Phone handle time Abandonment rate Chat concurrency and occupancy Deliver structured call coaching, QA calibration, and real-time feedback Own escalations and provide leadership during high-pressure customer situations Team Development & Performance Management Run structured 1:1s focused on performance, coaching, and career growth Set and enforce measurable expectations tied to productivity and quality standards Recruit, onboard, and reduce ramp time for new hires Build a culture of accountability, continuous improvement, and ownership Cross-Functional Execution Partner with Product, Engineering, Sales, and Success to ensure support readiness for launches and pricing changes Surface recurring customer friction and drive root-cause resolution Contribute insights that support onboarding performance and long-term expansion readiness What We’re Looking For: 5+ years of experience in SaaS customer support 3+ years of people management experience in a high-volume, live support environment Deep hands-on experience administering and optimizing Intercom (workflows, routing rules, SLAs, automation, reporting) Experience leveraging AI-powered support tools such as Fin to drive measurable improvements in resolution and efficiency Demonstrated experience leading a structured phone support environment with defined service level targets Proven track record of improving CSAT, response times, and operational KPIs Strong analytical skills with comfort using dashboards and performance reporting Experience operating in a fast-paced, scaling startup environment Strong escalation management and customer de-escalation skills High ownership mindset with strong execution discipline Why This Role Matters: Support is often the most frequent and immediate touchpoint customers have with Monograph. As we expand our platform and introduce new add-ons, the complexity of support increases. This role ensures we scale with rigor — strengthening phone operations, optimizing AI-assisted resolution, improving efficiency, and building a high-performance support organization that can grow alongside the business. Additional Details: Location: United States (PST strongly preferred) Salary Range: $80,000 to $90,000 We encourage individuals from underrepresented backgrounds, including women and minorities, to apply. Even if you don’t meet every listed requirement, we still encourage you to apply — we value growth mindset and potential. You'll Love Our Benefits 🎭 Innovative engineering and product culture 💰 Early-stage well-funded company ❤️ Inclusion and diversity as a company priority And for US-based, full-time employees: 🌡 100% premium coverage on our healthcare plans for employees and their families 🦷 Dental & vision coverage for employees and families 🖥 New laptop & equipment 🏋🏻‍♀️ Wellness Stipend

Architect, build, and support web application features end-to-end while collaborating with product, design, and customer success teams. | Experience building and maintaining web applications with Python, Django, and Vue.js frameworks, and a thoughtful approach to technical tradeoffs. | What is Pequity? The world’s fastest growing companies trust Pequity to power their compensation programs - like Instacart, Canva, Walmart, and Uber Freight. Founded by compensation and product design leaders from companies like Google, LinkedIn, Instacart, Cruise and Sony, we’ve raised $19M with top tier investors like First Round Capital and Norwest Venture Partners. We’re on a mission to create equal pay and opportunity for all, and can’t wait to meet you! What you can expect: • Opportunity to grow with the company and the engineering team • Ownership to architect, build, and support important features from end to end • Collaboration with product, design, and customer success to make our users delighted • A safe environment to take smart risks and learn from mistakes • Exposure to all aspects of the technical stack - front end web, back end engines, rich data sets, operational foundations What we need from you: • Experience with building and maintaining web applications from data model to pixels • A thoughtful and thorough approach to technical tradeoffs and risks • Constant incremental improvement to our code and systems • Passionate about building features that matter to customer • Experience in our frameworks; in particular python, Django and vue.js Benefits and Perks: • Fast-paced and collaborative remote environment where you will regularly engage with our senior leadership • Competitive compensation • Medical, dental & vision benefits • Meaningful equity • Unlimited PTO policy • Generous paid holidays/company off days per year • New Hire Stipend with an annual refresh We are a 100% remote company with the majority of our team in the United States & Canada. Interested? We'd love to hear from you - please apply! Pequity is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pequity does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status. Pequity also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Lastly, if you've made it this far, thank you for taking the time to read all the words we wrote - we can't wait to hear from you. #J-18808-Ljbffr Remote Skills: Cargo/Freight, Compensation and Benefits, Data Sets, Django, Leadership, LinkedIn, Product Design, Python Programming/Scripting Language, Software Engineering, Team Player, User Interface/Experience (UI/UX), Venture Capital, Vue.js, Writing Skills About the Company: Monograph