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

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

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.

Customer Success Manager

Perks

Skills

About the Role