Monotype

Are you our “TYPE”?

Named "One of the Most Innovative Companies in Design'' by Fast Company, Monotype brings brands to life through type and technology that consumers engage with every day. The company's rich legacy includes a library that can be traced back hundreds of years, featuring famed typefaces like Helvetica, Futura, Times New Roman and more. Monotype specializes in the design, development, licensing, and management of typefaces and font technologies for the world’s biggest global brands and individual creative professionals, offering a wide set of solutions that make it easier for them to do what they do best: design beautiful brand experiences.

Want to learn more about who we are, what we do, and how you can become part of our team of over 1,000 talented employees across the globe? Visit us at www.monotype.com.

The Customer Experience Engagement Manager will support the design, orchestration, and continuous improvement of the end-to-end customer experience across key moments in the customer lifecycle — from onboarding to renewal and expansion. You’ll partner with cross-functional leaders in Product, Sales, Marketing, and Customer Success to deliver seamless, data-driven, and high-impact customer journeys to improve retention, accelerate value realization, and deepen customer relationships.

What you’ll be doing:

Customer Experience strategy & journey design

• Map and optimize customer journeys across personas, segments, and lifecycle stages (onboarding, adoption, renewal, and growth).
• Help to design and implement scalable, repeatable engagement programs that improve Net Revenue Retention (NRR), Time to Value (TTV), and Customer Health.
• Partner with Product, Marketing and CS teams to align CX programs with key user workflows and business goals.

Customer insights & engagement

• Develop and operationalize a closed-loop feedback system leveraging CSAT, NPS, CES, qualitative insights, and behavioral analytics.
• Translate customer feedback into actionable strategies to reduce friction, increase satisfaction, and drive product adoption.
• Identify and proactively address pain points for key customer segments, including enterprise accounts with complex requirements.
• Support the Customer Advisory Board

Programs & enablement

• Launch lifecycle-based programs such as onboarding playbooks, adoption campaigns, QBR frameworks, and renewal readiness plans.
• Support the enablement of internal teams with CX toolkits, training, and standardized frameworks for delivering exceptional customer experience.
• Collaborate with Finance, Global Data, Rev Ops and CX Ops to ensure proper tooling, workflows, and dashboards are in place.

Cross-functional collaboration

• Act as a partner to Product, Sales, Marketing, and Customer Success to embed CX principles and shared KPIs across the business.
• Support cross-functional initiatives that align internal teams to improve customer engagement and value delivery.
• Serve as the voice of the customer in go-to-market and product planning conversations.

What we’re looking for:

• Bachelor’s degree in Marketing or related field
• 5+ years of experience in Customer Experience, Customer Success, or Product Marketing in a B2B SaaS or technology company; experience in the creative, media, design, or digital IP space preferred.
• Demonstrated success designing and/or managing customer journeys or engagement programs that drive retention and expansion.
• Strong understanding of customer segmentation, persona-driven engagement, and digital/automated touch models.
• Experience working in enterprise or IP/software environments with high-touch customer relationships.
• Strong analytical skills and proficiency in using data to drive decisions (e.g., Gainsight, Salesforce, Mixpanel, Looker).
• Excellent stakeholder management, communication, and project leadership skills.
• Passion for customer-centricity, systems thinking, and continuous improvement.
• Familiarity with change management and customer lifecycle frameworks (e.g., JTBD, Moments of Truth, Customer Journey Mapping).
• Certification in CX methodologies (e.g., CCXP, Six Sigma, Design Thinking) is a plus.

What’s in it for you:

• 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 software technology industry
• Highly engaged Events Committee to keep work enjoyable.
• Reward & Recognition Programs (including President's Club for all functions)
• Professional onboarding program, including robust targeted training for Sales function
• Development and advancement opportunities (high internal mobility across organization)
• Retirement planning options to save for your future, and so much more!

Monotype is an Equal Opportunities Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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