Senior Customer Success Manager, Enterprise & Strategic Accounts
About The Position
MarqVision is seeking a Senior Customer Success Manager to manage the full lifecycle of their most strategic customers. This role involves acting as a trusted partner and single point of accountability, from onboarding through renewal. The position requires managing relationships with senior stakeholders across large, complex organizations and serving as a liaison between customers and MarqVision's MarqLaw legal services team and Partnerships team. The goal is to ensure customers derive full value from MarqVision's enforcement services and marketplace partnerships, not just the platform itself. The ideal candidate is self-motivated, proactive, and a natural relationship builder.
Requirements
- 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
Nice To Haves
- 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
Responsibilities
- 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
Benefits
- Flexible PTO
- Hybrid work model
- Equity in every offer
- Comprehensive health, dental, and vision coverage
- Parental leave
- 401(k) plan
- One-time home office stipend for remote employees
- One Medical membership
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
