Customer Success Manager

About Monarch

Monarch builds a scalable sales operating system inside HubSpot for B2B organizations and private equity firms that have moved beyond ad hoc, misaligned go-to-market execution. The team works with clients to design tailored GTM systems that are easy for teams to adopt, intended to produce measurable business impact, and structured to improve continuously.

Role Overview

Monarch is hiring a Customer Success Manager to shepherd customers through onboarding and implementation of its Sales Operating System (SOS). This position is the central contact for customers during rollout, ensuring onboarding milestones are met and the platform is adopted successfully.

The right candidate is well organized, focused on the customer experience, and comfortable juggling project coordination with client communication and some practical system setup work. HubSpot background is preferred, but the bigger priority is someone who learns quickly, understands sales and business workflows, and enjoys helping customers reach stronger sales outcomes. This role partners closely with customers, sales, leadership, and technical colleagues to deliver a smooth onboarding journey.

Key Responsibilities

• Act as the main customer contact throughout onboarding and implementation.
• Run onboarding meetings and periodic implementation check-ins.
• Walk customers through the SOS rollout and help ensure key milestones stay on schedule.
• Keep projects on track by spotting risks, blockers, and overdue customer action items early.
• Explain recommended practices and show customers how to get the most from the platform.
• Record implementation status, action items, and next steps clearly.

• Develop strong, trust-based relationships with customers during the onboarding process.
• Maintain regular communication with stakeholders in sales, marketing, and leadership.
• Deliver a high level of support so customers feel guided and cared for during implementation.
• Help customers work through change management and adoption hurdles.
• Escalate customer concerns or technical problems when needed.

• Support HubSpot setup and configuration activities.
• Assist with user provisioning, pipeline setup, and basic automation configuration.
• Carry out quality checks to confirm implementations meet expectations.
• Resolve simple platform issues and collaborate with technical teammates when deeper support is required.

• Look for ways to refine onboarding flows, templates, and implementation practices.
• Help advance the ongoing development of the SOS onboarding experience.
• Bring customer feedback and implementation learnings back to internal teams.

Qualifications

• 2 to 5 years of experience in customer success, implementation, onboarding, account management, sales operations, project coordination, or a similar function.
• At least 2 years of experience using HubSpot Sales Pro or above.
• Excellent communication skills and the ability to build strong working relationships.
• Proven ability to manage several projects, deadlines, and stakeholders at once.
• Comfort leading meetings and confidently directing customer discussions.
• Strong organization and careful attention to detail.
• Ability to follow up proactively and keep customers accountable for deadlines and action items.

• Background in sales, business development, or another customer-facing role.
• Experience onboarding users onto software or technology products.
• Exposure to CRM data, reporting, or workflow automation.

Additional Information

No stipend or salary details were provided in the source. The posting also does not list the number of openings, application deadline, start date, or any special perks.