Customer Success Manager - Intellectual Property Software

Questel; Leeds; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Flexible working hours

25 days annual leave

Inclusive culture

Job summary

Questel is seeking a passionate ELF+ Customer Success Manager to join our team in Leeds. This role involves building strong relationships with clients and managing their concerns effectively. You will serve as the main point of contact for a portfolio of clients, ensuring their issues are addressed promptly and proactively.

This position requires experience in customer success, especially in a SaaS context, along with a solid understanding of Intellectual Property processes. The role offers flexible hybrid working arrangements and a supportive environment for professional growth.

Qualifications

• Proven experience in customer success within a B2B SaaS environment.
• Experience working with enterprise clients, preferably in law firms.
• Familiarity with intellectual property law and filing processes.

Responsibilities

• Serve as primary contact for ELF+ clients after go-live.
• Coordinate communication of client issues for resolution.
• Establish proactive communication to minimize escalations.

Skills

Customer success

Account management

Technical communication

Problem-solving

Knowledge of Intellectual Property

Tools

IP Management System (IPMS)

Equinox

Job description

We’re looking for an enthusiastic and client-focused ELF+ 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.

Client Relationship Ownership

• Serve as the primary, named point of contact for a defined portfolio of ELF+ 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 escalated 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 ELF+ 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.

Qualifications

• 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.

Benefits

• 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: agility and growth with structured onboarding and continuous learning
• A friendly team of intelligent, tech‑y, creative and supportive people. We believe having fun is key to our wellbeing and our ability to produce high quality work.

Job location: UK - Leeds (hybrid)

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.