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MarqVision (YC S21) · 1 month ago

Senior Customer Success Manager, US

California, United States

Full-time

Hybrid

Mid, Senior Level

3+ years exp

MarqVision is a company focused on protecting and building a future shaped by original ideas and innovations. The Senior Customer Success Manager will oversee the lifecycle of customers, build relationships with decision-makers, and ensure that customers maximize the value of MarqVision's offerings.

Artificial Intelligence (AI)B2BEnterprise SoftwareIntellectual PropertySaaS

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, 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

Qualification

Customer Success ManagementAccount ManagementSaaS ExperienceStakeholder ManagementTrainingCoachingConflict ResolutionBusiness AcumenTechnical AcumenProject Management ToolsLegal Tech UnderstandingTeam PlayerPositive AttitudeWritten CommunicationVerbal Communication

Required

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 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