[Hiring] Customer Success Manager @Monjur

Role Description

As a Customer Success Manager at Monjur, you own the client relationship post-sale and post-onboarding. You're the primary point of contact for MSP owners and operations leaders — helping them stay protected, driving Pilot activation and adoption, and making sure their agreements reflect how they actually run their business. This is a high-impact role on a small, tight-knit team with a clear path to grow.

What You'll Do

• Own a portfolio of MSP clients post-sale, serving as their primary point of contact for product, process, and contracts.
• Lead Pilot activation and onboarding — getting clients to their aha moment is a core part of this role.
• Conduct Legal Protection Audits and Annual Update calls to keep clients protected and engaged.
• Run upgrade conversations with legacy clients, leading with value and education, not price.
• Monitor account health and execute proactive outreach to prevent churn before it happens.
• Partner with our legal team to escalate document and agreement issues appropriately.
• Handle failed payments, escalations, and client-facing issues with urgency and professionalism.
• Keep HubSpot and GuideCX clean and up to date — accurate data is how we make good decisions.
• Contribute ideas and creative solutions to improve how CS works at Monjur — we want builders, not just executors.

Qualifications

• 3-5+ years in a customer-facing role in B2B SaaS — CSM, Account Manager, or similar.
• Experience with MSPs, IT service providers, or legal/contract-heavy SaaS is a strong plus.
• Naturally relational — you get genuine satisfaction from keeping a client protected, not just closing a ticket.
• Creative problem solver who identifies a client's pain point and comes up with a solution before it becomes a problem.
• Strong communicator on calls and in writing — you can translate complex legal concepts into plain language.
• Organized enough to manage a high volume of accounts without things slipping.
• Hungry to grow — this role has a defined path to Senior CSM and we want someone who wants to get there.
• Someone who escalates to their manager first and communicates proactively when something is off.
• Comfortable with tools like HubSpot, GuideCX, Dialpad, and willing to learn fast.

Metrics You'll Own

• Renewal rate and churn percentage.
• Clients under legal protection.
• Pilot activation and adoption.
• Expansion ARR through upgrades.
• Annual reviews and legal protection audits completed.
• Referrals generated.

Room for Growth

This isn't a role you plateau in. We're building out a CS career ladder and the path to Senior CSM is real, tied to performance, and comes with meaningful comp growth. If you perform, you'll have a clear next step and a team that invests in getting you there.

Compensation

Base salary plus commission on upgrades and expansions, plus bonus eligibility. Total comp is tied to performance and we want someone who wants to earn more than their base.

Tools You'll Use

• HubSpot
• GuideCX
• Dialpad
• Gong
• Monjur Pilot