How You'll Make an Impact: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. We're looking for someone self-motivated and proactive, a natural relationship builder who is comfortable managing multiple senior stakeholders across large, complex organizations.
What You'll Do:- 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
What You'll Bring- 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
Bonus Signal- 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
Compensation- 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.
Why Become a Marqvisioner- 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
