Senior Customer Success Manager San Francisco, California, United States · New York City, New Y[...]

Enclustra; San Francisco (CA); On-site; USD 70,000 - 120,000; Full time

Job summary

Join a forward-thinking company that champions creativity and innovation in brand protection. As a Senior Customer Success Manager, you'll play a pivotal role in nurturing client relationships and maximizing the value of our solutions. This dynamic position involves overseeing the customer journey from onboarding to renewals, ensuring clients derive tangible business value from our offerings. You'll collaborate with various internal teams, proactively identify risks, and develop strategies to enhance customer satisfaction. If you're passionate about driving success and fostering partnerships, this role offers an exciting opportunity to make a significant impact in a rapidly evolving industry.

Benefits

Equity Opportunities

Health Benefits

401(K)

Professional Growth Support

Qualifications

• 3+ years in Customer Success or Account Management in SaaS.
• Excellent communication and conflict resolution skills.

Responsibilities

• Build relationships with customers and manage their lifecycle.
• Collaborate with sales and product teams for account growth.

Skills

Customer Success Management

Account Management

Stakeholder Management

Conflict Resolution

Communication Skills

Team Leadership

SaaS Knowledge

Positive Attitude

Tools

Project Management Tools

Business Intelligence Tools

Job description

Protecting and building a future shaped by original ideas, innovations, and creativity.

As a leading online brand protection solution, we help global brands identify and remove counterfeits and pirated content from over 1,500 platforms, and thousands of rogue websites in over 118 countries. In a time when IP infringements pose an increasingly serious challenge, we believe that democratizing legal expertise and access to the latest in generative AI technology is critical for continuing to support the inventors, developers, and artists of the world who work tirelessly to deliver safe, high-quality products.

MarqVision’s technology powers everything from detection, monitoring, and enforcement to protect brands at scale. Founded in 2020 by Harvard Law graduates, MarqVision is proudly backed by Altos Ventures, DST Global Partners, Softbank, Atinum Investments and Y Combinator. Our commitment to innovation has also been recognized with a prestigious 2022 Innovation Award from LVMH Louis Vuitton Moët Hennessy (LVMH), and we are honored to be part of the LVMH accelerator program, La Maison des Startups, at the Station F incubator. As we bring forth the next evolution of brand protection, we invite businesses everywhere to join us in safeguarding the creativity that drives our world.

This role is a part of a Customer Success Team. Senior Customer Success Managers at MarqVision are self-motivated and proactive, they are relationship builders, people persons, and have experience managing multiple stakeholders. They oversee the lifecycle of customers from onboarding to renewal, act as a trusted partner to our customers, transforming their use of MarqVision into tangible business value.

What you’ll Achieve

• Build relationships with decision-makers and economic buyers to uncover business needs and priorities to establish a succession plan for your accounts.
• Serve as the trusted point of contact for MarqVision customers throughout the lifecycle, beginning from the point of sale and extending through onboarding, business reviews, project success, and renewals.
• Collaborate with the MarqVision Sales, Operation, and Product teams in strategizing your accounts’ growth.
• Proactively engage each account to identify risks and to ensure that every MarqVision functionality and offering is being leveraged, maximizing the value of each MarqVision subscription.
• Develop and maintain strong relationships at all levels within the customer organization.
• Execute Business Reviews, training, check-in calls, and feature implementation.
• Assess client health and develop strategies to mitigate churn with proactive health plans.
• Define timelines, milestones, and success criteria, while ensuring that they are successfully achieved.
• Partner with engineering teams in architecting and orchestrating customer requests.
• Working closely with Engineering, product management, customer support, and sales teams.
• Establish and maintain relationships with key stakeholders to promote internal advocacy.

Skills You'll Need to Bring

• 3+ years of relevant Customer Success and/or Account Management within SaaS field in the US Market.
• Proven experience with owning customer’s renewals and expansions.
• Experience in leading junior members as a team lead or senior.
• Excellent customer facing skills: training, coaching, discussion management, conflict resolution, and ability to creatively explain and present complex concepts in an easy to understand manner.
• Native English and secondary language is always a plus.
• Strong written and verbal communication skills in English, as well as business and technical acumen.
• Have a positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations.

Nice to Have

• Be a great team player.
• Understanding of the software development lifecycle, legal tech, SaaS and/or related field.
• Enterprise Account Management and Customer Success Management experience in North America.
• Productivity tools implementation experience (e.g. Project management tools, BI, others).

Our Compensation and Benefits (For U.S. Residents Only)

MarqVision provides a competitive benefits package, including equity opportunities, health benefits including 401(K), and other perks designed to support our employees’ well-being and professional growth. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, and abilities. For roles based in the United States, the estimated range for total on-target earnings (including base salary and on target incentive pay) for this role is $70,000-$120,000.

At MarqVision, we believe real growth comes with attracting the brightest minds, motivating them to succeed in their position, and ensuring plenty of fun along the way. If you think this position is for you, apply now! MarqVision is an Equal Opportunity Employer and encourages applicants of all backgrounds to apply. We are committed to building a diverse and inclusive workforce that reflects the customers and communities we serve.