Customer Success Manager - Intellectual Property Software

Questel; Valbonne; Hybride; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Flexible working hours

Hybrid office/home working

25 days annual leave

Global offices

Structured onboarding and learning

Collaborative, supportive team

Résumé du poste

Questel, a growing international IP software company, is seeking a Customer Success Manager to join the Equinox team. You will own client relationships, coordinate post go-live support, and translate feedback into product improvements for enterprise clients.

You’ll collaborate with Product, IT, and client stakeholders, manage risk, and advocate for customers while helping drive adoption of Equinox IPMS across law firms and corporates worldwide.

Qualifications

• Proven experience in a customer success, account management, or client services role within a B2B SaaS or enterprise software environment.
• Experience with enterprise or professional services clients, preferably large law firms.
• Working knowledge of Intellectual Property law and practice (patent, trademark, design filings).

Responsabilités

• Own client relationships for a defined portfolio post go-live with structured check-ins and reviews.
• Coordinate post go-live issues, triage, and ensure timely resolutions with internal teams.
• Act as escalation point and maintain proactive communications with clients and Product teams.
• Translate client feedback into actionable product and process improvements.

Connaissances

Customer success experience

B2B SaaS

IP knowledge

English & French or German

Outils

Equinox IPMS

Description du poste

Your next adventure awaits here

We’re looking for an enthusiastic and client-focused Customer Success Manager to join our Equinox team. This is a fantastic opportunity for someone with a technical mindset and a passion for working with clients to build a career in the Intellectual Property industry.

The Equinox product: an IP management software for law firms and corporates around the world. Our system helps IP professionals seamlessly manage the protection of their intellectual property portfolio.

This role will include:

Client Relationship Ownership

• Serve as the primary, named point of contact for a defined portfolio of EC+ clients following system go-live.
• Build trusted, consultative relationships with key stakeholders at each client, including senior fee earners, IT leads, and heads of IP.
• Establish regular structured check-ins and business reviews, ensuring clients never need to elevate simply to get an update.
• Proactively identify risk signals early and act before they become churn.

Issue Management & Internal Triage

• Own the coordination and communication of all post go live client issues, ensuring timely progress and resolution through the appropriate internal teams.
• Translate client problems for internal teams, distinguishing between configuration issues, product bugs, training gaps, and change requests, and ensuring the correct Equinox function is engaged.
• Proactively coordinate with internal stakeholders for updates and resolutions; hold the business accountable to client commitments.
• Maintain a live, transparent issues log for each account and provide regular written status updates to clients without waiting to be asked.

Escalation Reduction & Proactive Communication

• Establish a proactive communication rhythm that is intended to make escalation unnecessary.
• Function as the escalation point for client concerns, de-escalating effectively while driving urgent internal action.
• Coordinate with the Product team to ensure clients are informed ahead of platform updates, new features, and workflow changes that affect them.

Product & Process Feedback Loop

• Be the internal voice of EC+ clients. Collect and translate client feedback into clear, actionable recommendations for product and process improvement.
• Influence roadmap prioritisation and support processes.
• Support onboarding handover from the implementation team, ensuring a clean transition into steady-state account management.

The successful candidate must be:

• Proven experience in a customer success, account management, or client services role within a B2B SaaS or enterprise software environment.
• A track record of working with enterprise or professional services clients. Experience with large law firms is strongly preferred.
• Working knowledge of Intellectual Property law and practice, especially patent, trademark, and design filing and prosecution processes.
• Prior hands‑on experience using or implementing an IP Management System (IPMS), preferably Equinox.
• Comfortable in technical conversations with Product, Development, and Integration teams, as well as client IT stakeholders.
• Experienced in triaging and managing complex, multi‑stakeholder client issues through to resolution.
• Fluency in English & French or German

If you’ve got this far down the page, we’re hoping it’s because something has resonated with you. Our biggest piece of advice when applying for this role is to be yourself, be curious and look for ways to enjoy and learn from the process. The rest will fall into place.

Join Questel, a growing international company, and live a great human adventure!

What we have to offer...

• Full time - permanent contract
• Flexible working hours, hybrid office/home working
• 25 days annual leave that increases with length of service
• An inclusive culture and international team: Offices in the USA, EMEA and APAC
• Best of both worlds:agilityandgrowthwith structured onboarding and continuous learning
• A friendly team of intelligent, techy, creative and supportive people. Webelieve having fun is key to our wellbeing and our ability to produce high quality work

Job location: UK - Leeds (hybrid), or France

Driven by values of entrepreneurship, respect, and integrity, Questel is committed to growth and social responsibility. We foster an inclusive, equitable workplace where all feel respected and empowered, regardless of background. Questel is an Equal Opportunity Employer, considering all qualified applicants without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or other protected factors.