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Client Success Manager, North America

2 months ago

Frankfort, Kentucky, United States Marq Vision Inc. Full time
About MarqVision
At MarqVision, we are dedicated to safeguarding human creativity and innovation in the digital landscape. As a B2B software-as-a-service (SaaS) startup, we emerged from Harvard, gained momentum through Y-Combinator, and are proudly supported by Softbank Ventures Asia.

Our Mission
We provide an AI-driven intellectual property (IP) protection platform that empowers brands to automatically identify and eliminate counterfeits across global online marketplaces and social media channels. Currently, numerous international brands rely on MarqVision to defend 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 customer journey from onboarding to renewal, ensuring that our clients derive substantial business value from their engagement with MarqVision.

Key Responsibilities
1. Cultivate relationships with decision-makers and economic stakeholders to identify business needs and priorities, establishing a succession plan for your accounts.
2. Act as the trusted point of contact for MarqVision clients throughout their journey, from the initial sale through onboarding, business reviews, project success, and renewals.
3. Collaborate with Sales, Operations, and Product teams to strategize growth for your accounts.
4. Proactively engage with each account to identify risks and ensure that all MarqVision functionalities are utilized, maximizing the value of each subscription.
5. Develop and maintain robust relationships at all levels within the customer organization.
6. Conduct Business Reviews, training sessions, check-in calls, and feature implementations.
7. Assess client health and devise strategies to mitigate churn through proactive health plans.
8. Define timelines, milestones, and success criteria, ensuring they are met.
9. Partner with engineering teams to address customer requests effectively.
10. Collaborate closely with Engineering, Product Management, Customer Support, and Sales teams.
11. Establish and nurture relationships with key stakeholders to foster internal advocacy.

Qualifications
- 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.
- Exceptional customer-facing skills, including training, coaching, discussion management, and conflict resolution, with the ability to convey complex concepts in an understandable manner.
- Native English proficiency; 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 Points
- Strong team player.
- Understanding of the software development lifecycle, legal tech, 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, BI, etc.).

What We Offer
- Competitive salary and benefits package, including health, dental, and vision insurance, along with 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 includes: Screening Interview > Team Interview > Leadership Interview > Final Interview > Background check. Please note that the interview 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 a fun and engaging work environment.