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Customer Success Manager, North America

3 months ago

Frankfort, United States Marq Vision Inc. Full time

We protect human creativity and innovation in a digital world MarqVision is a B2B software-as-a-service (SaaS) startup founded out of Harvard, accelerated at Y-Combinator, and backed by Softbank Ventures Asia. We offer an AI-powered intellectual property (IP) protection platform that helps brands automatically detect and remove counterfeits from global online marketplaces and social media platforms. Currently, various global brands are using MarqVision to protect their IP. MarqVision employs its proprietary deep-learning-based AI algorithm to detect IP-infringing products online. We then employ our bot-powered auto-reporting technology and legal expertise to take down infringements efficiently and effectively. Finally, we provide our clients some key performance metrics to help them devise IP legal strategy in a data-driven way. About the role - Customer Success Manager This role is a part of a Customer Success Team. 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, acting as a trusted partner to our customers, transforming their use of MarqVision into tangible business value. Responsibilities 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 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 Work closely with Engineering, product management, customer support, and sales teams Establish and maintain relationships with key stakeholders to promote internal advocacy Qualifications 3+ years of relevant Customer Success and/or Account Management within SaaS field in the US Market Proven experience with owning customer 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 a 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 Bonus Points 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) What we offer Competitive salary and benefits package, including health, dental, and vision insurance, and generous paid time off. A dynamic, fast-paced work environment where you can make a meaningful impact Opportunities for professional growth and development Interview Process Please submit all documents as a PDF file The interview process is as follows: Screening Interview > Team Interview > Leadership Interview > Final Interview > Background check The interview process is subject to change. If the documents you submit are untrue, your acceptance or offer of employment may be canceled. 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. #J-18808-Ljbffr