Customer Success Manager

Monument is the first property management software for the self-storage industry that’s purpose-built for enterprise. This is a rare opportunity to reinvent a $30 billion market from the ground up.

As Monument’s Client Success Manager, you will be responsible for ensuring that clients get maximum value from software products, fostering long-term relationships, and driving customer satisfaction and retention. The CSM acts as the primary point of contact for assigned accounts, advocating for client needs internally while proactively guiding them to the best use of the platform.

Your Responsibilities

• Onboarding New Clients: Guide customers through the setup, training, and successful implementation of Monument’s product, ensuring a smooth transition and early wins.
• Relationship Management: Build and nurture strong, lasting relationships with clients, becoming a trusted advisor who understands their goals, challenges, and business context.
• Product Adoption & Training: Educate clients on product features, best practices, and updates to maximize adoption and value.
• Customer Advocacy: Act as the voice of the customer within the organization, relaying feedback and suggestions to product teams to improve the service experience.
• Customer Retention: Monitor customer health metrics, proactively identify risks, and implement strategies to prevent customer turnover while encouraging renewals.
• Collaboration: Work cross-functionally with Sales, Support, and Product teams to resolve customer issues and drive continuous improvements.

Who You Are

• 2+ years experience as a Client Success Manager (or similar) for a B2B SaaS product.
• You have strong project management skills with the ability to effectively juggle multiple client relationships and timelines.
• You have a proven track record in onboarding clients and leading software implementations.
• You set yourself apart with your organizational skills and fine attention to detail.
• You have excellent communication and interpersonal skills and the ability to build trust with clients.
• You champion high standards, accountability, urgency and enthusiasm.
• You are a self-directed, action-oriented individual with an aptitude and desire to work in a fast-paced startup environment.

Success Measures

• Clients are onboarded successfully within committed timelines
• Client health metrics
• Client retention

Benefits

• Starting Salary: $80,000 - $120,000
• Medical, Dental, and Vision
• 401k plan

Work Mode

• This is an in-office role. Monument’s office is located in Addison, TX, where you are expected to work 5 days/week.