Senior Customer Success Manager, MarqVision

• 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

Desirable

• As a Senior Customer Success Manager, you'll own the full lifecycle of MarqVision'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 MarqVision: 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
• 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 MarqVision'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