Customer Success Manager

About the role

Customer Success Manager

Location: Remote (U.S. — CST/EST preferred)

Reports to: Director of Customer Success

Employment Type: Full-time

About Monjur

Monjur delivers Contracts-as-a-Service for MSPs, combining lawyer-verified agreements with a SaaS platform that keeps customer contracts current as services, regulations, and risks evolve.

We serve 1,000+ MSPs with attorney-supervised contract libraries, compliance documentation, and Pilot — our AI-powered platform that gives MSPs instant, attorney-supervised answers tied directly to their own contracts. Instead of waiting days for a legal response, clients get real-time guidance the moment they need it. Pilot integrates with ConnectWise, Kaseya, Halo, and Quoter and is one of the most differentiated tools in the MSP space right now.

The Role

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

• Act as a strategic advisor to MSP owners, not just a vendor contact. Surface risks, recommend solutions, and guide clients through decisions that affect their business
• Own renewals end-to-end, treating each renewal as a moment to revisit value, deepen the relationship, and uncover expansion paths
• Conduct Legal Protection Audits and Annual Update calls to keep clients protected and engaged
• Lead consultative conversations around AI, compliance, and emerging risks that affect MSPs today, positioning Monjur as the right partner for what's ahead
• Monitor account health and execute proactive outreach to prevent churn before it happens
• Partner with our legal team to escalate issues appropriately
• Handle failed payments, escalations, and client-facing issues with urgency and professionalism
• Manage HubSpot and GuideCX systems - maintain data hygiene
• Contribute ideas and creative solutions to improve how CS works at Monjur — we want builders, not just executors
• Lead Pilot activation and onboarding — getting clients to their aha moment is a core part of this role

What We're Looking For

• 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

If you believe you can contribute meaningfully to Monjur’s mission, even if you do not meet every qualification listed, we encourage you to apply.