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Customer Engagement Manager, North America
2 months ago
At MarqVision, we safeguard human creativity and innovation in the digital landscape. As a pioneering B2B software-as-a-service (SaaS) startup, we emerged from Harvard, received acceleration at Y-Combinator, and are supported by Softbank Ventures Asia.
Our Mission
We provide an AI-driven intellectual property (IP) protection platform designed to assist brands in automatically identifying and eliminating counterfeits across global online marketplaces and social media channels. Currently, numerous international brands rely on MarqVision to secure their intellectual property rights.
Role Overview - Customer Success Manager
This position is integral to our Customer Success Team. Customer Success Managers at MarqVision are proactive, self-driven individuals who excel in building relationships and managing diverse stakeholders. They oversee the entire customer journey, from onboarding to renewal, ensuring that our clients derive substantial business value from their partnership with MarqVision.
Key Responsibilities
1. Cultivate relationships with key decision-makers and economic stakeholders to identify business needs and priorities, establishing a strategic succession plan for your accounts.
2. Act as the primary point of contact for MarqVision clients throughout their journey, starting from the sale and continuing through onboarding, business reviews, project success, and renewals.
3. Collaborate with the MarqVision Sales, Operations, and Product teams to strategize growth for your accounts.
4. Proactively engage with each account to identify potential risks and ensure optimal utilization of all MarqVision functionalities, maximizing the value of each subscription.
5. Develop and sustain strong relationships at all levels within the customer organization.
6. Conduct Business Reviews, training sessions, check-in calls, and feature implementations.
7. Evaluate client health and create strategies to mitigate churn through proactive health plans.
8. Define timelines, milestones, and success criteria, ensuring successful achievement.
9. Partner with engineering teams to architect and manage customer requests.
10. Collaborate closely with Engineering, Product Management, Customer Support, and Sales teams.
11. Establish and maintain relationships with key stakeholders to foster internal advocacy.
Qualifications
- Minimum of 3 years of relevant experience in Customer Success and/or Account Management within the SaaS sector in the US market.
- Proven track record of managing customer renewals and expansions.
- Experience in mentoring junior team members as a team lead or senior member.
- Exceptional customer-facing skills, including training, coaching, discussion management, conflict resolution, and the ability to present complex concepts in an easily understandable manner.
- Native English proficiency; knowledge of a secondary language is advantageous.
- Strong written and verbal communication skills in English, along with business and technical acumen.
- A positive, self-motivated attitude with a commitment to exceeding expectations.
Bonus Qualifications
- Strong team player.
- Understanding of the software development lifecycle, legal technology, SaaS, or related fields.
- Experience in Enterprise Account Management and Customer Success Management in North America.
- Familiarity with productivity tools implementation (e.g., project management tools, business intelligence tools, etc.).
What We Offer
- Competitive salary and comprehensive benefits package, including health, dental, and vision insurance, along with generous paid time off.
- A dynamic and fast-paced work environment where you can make a significant impact.
- Opportunities for professional growth and development.
Interview Process
Please submit all documents as a PDF file. The interview process includes a Screening Interview, Team Interview, Leadership Interview, Final Interview, and Background Check. This process is subject to change.
At MarqVision, we believe that true growth comes from attracting the brightest minds, motivating them to excel in their roles, and ensuring an enjoyable work environment.
