Senior Customer Success Manager, MarqVision

• 4+ years of Customer Success and/or Account Management experience within brand protection, ideally managing customers in the UK and European markets
• Proven experience owning renewals and expansions, including multi-stakeholder relationships
• Ability to demonstrate strategic thinking to grow partnership value across complex customer organisations
• 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
• Comfort working cross-functionally with colleagues across multiple time zones
• Strong written and verbal communication skills as well as business and technical acumen
• Business fluency in French

Desirable

• As a Senior Customer Success Manager based in our London office, you'll own the full lifecycle of a portfolio of MarqVision customers, from onboarding through renewal, acting as their trusted partner and single point of accountability
• You’ll work closely with teams across MarqVision to ensure customers get full value from our platform and services, and help brands across the UK and Europe protect and grow with confidence. We're looking for someone self-motivated and proactive, a natural relationship builder who is comfortable managing multiple senior stakeholders across large, complex organisations
• Serve as the primary point of contact for a portfolio of customer 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 organisation, including executive sponsors, to understand business priorities and cultivate internal advocacy
• Proactively monitor account health, identify risk, and execute mitigation plans, escalating internally when needed
• Drive adoption of MarqVision’s offering, ensuring customers are leveraging the functionality available to them
• Identify expansion opportunities and partner with Sales to grow account value
• Define timelines, milestones, and success criteria for customer initiatives and see them through to completion
• Partner with Sales, Operations, Product, Engineering, and specialist teams to address customer requests and strategise account growth
• Act as the voice of the customer internally, sharing feedback that shapes our product and improves the customer experience