Senior Customer Success Manager
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Job Description
Lead Customer Success Management for complex enterprise accounts. Acting as a strategic partner, identifying opportunities for growth and customer advocacy in Intellectual Property management.
Responsibilities:
- Strategic Advisory: Establish yourself as a premier "Trusted Advisor" by positioning Rightsline solutions to drive massive adoption, retention, and strategic growth. This will require you to learn our industry and product suites.
- Executive Partnership: Lead high-stakes executive business alignment and product roadmap demonstrations, consistently touching base with clients to ensure ROI throughout the contract lifecycle.
- Growth Architect: Proactively identify and develop upsell or cross-sell opportunities, crafting sophisticated proposals and statements of work that solve global business challenges. This will include some renewal contract management.
- Customer Advocacy & Voice: Act as the singular, authoritative point-of-contact for strategic accounts, representing the "Voice of the Customer" to internal Product and Engineering teams to prioritize high-impact improvements.
- Cross-Functional Catalyst: Collaborate seamlessly with Professional Services, Engineering, and Account Management to ensure the successful delivery of complex solutions tailored to specific customer objectives.
- Roadmap Visionary: Ignite enthusiasm by aligning our future product roadmap with the customer’s evolving requirements, encouraging deep-level expansion.
Requirements:
- Proven Tenure: 7+ years (minimum 5+) of high-level experience in account management, customer success, or tech implementation, specifically within SaaS or Agile environments.
- Industry Expertise: Strong background in Intellectual Property management, specifically within Media & Entertainment rights and licensing.
- Executive Presence: Demonstrable ability to influence key stakeholders at the C-level and turn skeptics into brand advocates through superb communication and listening.
- Technical Savvy: Proficiency in Salesforce, Jira, Confluence, and complex project management tools, including GTM savvy like proficiency in account planning.
- Problem-Solving Mastery: A proven track record of solving complex business processes creatively and managing multiple high-stakes projects with sharp attention to detail and documentation.
- Value-Driven Mentality: A collaborative, "we-first" mindset with a desire to break the status quo and build something exceptional.
- Lifelong Learner: A personal focus on self-improvement and professional development in a fast-growing, high-growth environment.
Benefits:
- Comprehensive Health & Wellness: A competitive benefits package covering health, dental, and vision to support you and your family.
- Building Your Financial Future: A 401K/RRSP Match Program to help you reach your long-term savings goals.
- Career Growth Opportunities: Continuous learning and career growth opportunities.
- Flexible work hours
- Birthdays off
- One-time home office allowance
- Unlimited vacation time
- Team socials
- Happy hours
- Career progression in a high growth environment.
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