USASenior Customer Success Manager, Enterprise & Strategic Accounts
1 нед. назад
USASenior
Senior Customer Success Manager owning full lifecycle of strategic enterprise accounts and acting as trusted partner.
Обязанности
- Serve as the primary point of contact for enterprise and strategic accounts across the full lifecycle — onboarding, training, check-in calls, business reviews, feature implementation, and renewals
- Build and maintain relationships at all levels of the customer organization, including executive sponsors, to understand business priorities and cultivate internal advocacy
- Proactively monitor account health, identify risk, and execute mitigation plans, escalating internally when the strategic value of the account warrants it
- Drive adoption across 's full offering — platform, legal, and partnerships — ensuring customers are leveraging the functionality available to them
- Define timelines, milestones, and success criteria for customer initiatives and see them through to completion
- Partner with Sales, Operations, Product, Engineering, MarqLaw, and Partnerships to architect customer requests and strategize account growth
- Act as the liaison to MarqLaw legal services: identify escalation opportunities, manage handoff and ongoing coordination, and translate case status and enforcement strategy into clear, actionable updates for customers
- Coordinate with the Partnerships team so accounts are fully leveraging marketplace programs (Amazon, Alibaba, others), and relay customer feedback on program performance and enforcement workflows
Будет плюсом
- Understanding of the software development lifecycle, legal tech, brand protection/IP enforcement, SaaS, and/or related fields
- Familiarity with marketplace or platform enforcement programs (e.g., Amazon Brand Registry, Alibaba, and similar)
- Prior experience working alongside legal or compliance teams in a customer-facing capacity
Условия
- The total compensation for this role (salary + OTE) if based in San Francisco or New York City is $138,00-$160,000. Pay is determined by location, skills, experience, market demands, and internal pay parity.
Другое
- Protect and build a future shaped by original ideas, innovations and creativity.
- Threats to brand integrity are scaling fast. We're building the intelligence to scale faster. is the brand integrity partner for the world's most ambitious companies, providing AI-powered enforcement and intelligence across 1,500+ platforms in 115+ countries. We don't just flag problems; we eliminate them at scale so brands can grow with confidence.
- Founded in 2020 by Harvard Law graduates and backed by leading investors including SoftBank, Y Combinator, DST Global Partners, HSG, and Salesforce Ventures, we've built the category-defining platform for brand protection. We're recognized with an LVMH Innovation Award and named to the Inc. 5000 Fastest Growing Companies in 2025, and we're just getting started.
- If you want to work at the intersection of AI, global commerce, and IP, this is the place. We're pushing the boundaries of brand control to keep innovation, creativity, and trust safeguarded in a rapidly evolving digital world.
- As a Senior Customer Success Manager, you'll own the full lifecycle of 's most strategic customers, from onboarding through renewal, acting as their trusted partner and single point of accountability. Beyond core Customer Success work, you'll be the connective tissue between your accounts and two other critical parts of : our MarqLaw legal services team and our Partnerships team, making sure customers get full value from our enforcement services and marketplace partnerships, not just the platform itself. We're looking for someone self-motivated and proactive, a natural relationship builder who is comfortable managing multiple senior stakeholders across large, complex organizations.
- 4+ years of Customer Success and/or Account Management experience within the SaaS field in the US market, with demonstrated success managing enterprise or strategic-tier accounts
- Proven experience owning complex enterprise renewals and expansions, including multi-stakeholder, multi-year relationships
- Ability to demonstrate strategic thinking to grow partnership value across large, matrixed customer organizations
- Comfort acting as a cross-functional connector; ability to speak credibly with customers about both their platform usage and adjacent legal/enforcement or marketplace partnership topics, coordinating closely with the specialist teams behind each
- Excellent customer-facing skills: training, coaching, executive-level discussion management, conflict resolution, and the ability to creatively explain and present complex concepts in an easy-to-understand manner
- Strong written and verbal communication skills as well as business and technical acumen
- Flexible PTO to take the time you need, when you need it
- Hybrid work model designed for focus and flexibility
- Equity in every offer — because you should own a piece of what you're building
- Comprehensive health, dental, and vision coverage, plus parental leave to support your life outside of work
- 401(k) plan to help you save for the future
- A one-time home office stipend for remote employees — because your setup should work as hard as you do
- One Medical membership
- Protect what's original. Scale what's possible. At , 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.
- 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. Your privacy is important to us. By applying for this role, you acknowledge ’s Global Recruiting Privacy Policy. Please review our Candidate Privacy Notice for details.