Senior Customer Success Manager

Position: Senior Customer Success Manager, US
Location: New York

Protecting and building a future shaped by original ideas, innovations, and creativity.

As a leading online brand protection solution, we help global brands identify and remove counterfeits and pirated content from over 1,500 platforms, and thousands of rogue websites in over 118 countries. In a time when IP infringements pose an increasingly serious challenge, we believe that democratizing legal expertise and access to the latest in generative AI technology is critical for continuing to support the inventors, developers, and artists of the world who work tirelessly to deliver safe, high-quality products.

Marq Vision’s technology powers everything from detection, monitoring, and enforcement to protect brands nded in 2020 by Harvard Law graduates, Marq Vision is proudly backed by Altos Ventures, DST Global, Softbank, Atinum Investments and Y Combinator.

Our commitment to innovation has also been recognized with a prestigious 2022 Innovation Award from LVMH Louis Vuitton Moët Hennessy (LVMH), and we are honored to be part of the LVMH accelerator program, La Maison des Startups, at the Station F incubator. As we bring forth the next evolution of brand protection, we invite businesses everywhere to join us in safeguarding the creativity that drives our world.

This role is a part of a Customer Success Team. Senior Customer Success Managers at Marq Vision are self‑motivated and proactive, they are relationship builders, people persons, and have experience managing multiple stakeholders. They oversee the lifecycle of customers from onboarding to renewal, act as a trusted partner to our customers, transforming their use of Marq Vision into tangible business value.

What you’ll Achieve

• 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 Marq Vision customers throughout the lifecycle, beginning from the point of sale and extending through onboarding, business reviews, project success, and renewals

• Collaborate with the Marq Vision Sales, Operation, Product teams in strategizing your accounts’ growth

• Proactively engage each account to identify risks and to ensure that every Marq Vision functionality and offering is being leveraged, maximizing the value of each Marq Vision 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

Skills You’ll Need to Bring

• 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

Nice to Have

• Be a great team player

• Understanding of the software development lifecycle, legal tech, SaaS and/or related field

• Enterprise Account Management and Customer Success Management experience in North America

• Productivity tools implementation experience (e.g. Project management tools, BI, others)

At Marq Vision, 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!

Marq Vision 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.

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