Senior Customer Success Manager, Enterprise & Strategic Accounts
Own the full lifecycle of MarqVision's enterprise and strategic customer accounts, build executive relationships, monitor account health, drive adoption, coordinate cross-functional initiatives, manage MarqLaw handoffs, support marketplace programs, and translate complex enforcement topics into clear customer updates.
Responsibilities
- Serve as the primary contact for enterprise and strategic accounts across onboarding, training, check-ins, business reviews, feature implementation, and renewals
- Build relationships across customer organizations, including executive sponsors
- Monitor account health, identify risks, and execute mitigation plans
- Drive adoption of platform, legal, and partnership offerings
- Define timelines, milestones, and success criteria for customer initiatives
- Partner with Sales, Operations, Product, Engineering, MarqLaw, and Partnerships on customer requests and account growth
- Coordinate MarqLaw legal services handoffs and ongoing customer updates
- Coordinate marketplace programs with the Partnerships team and relay customer feedback
Requirements
- 4+ years of Customer Success and/or Account Management experience in SaaS in the US market
- Experience managing enterprise or strategic-tier accounts
- Experience owning complex enterprise renewals and expansions
- Experience managing multi-stakeholder, multi-year relationships
- Strategic thinking to grow partnership value across large, matrixed customer organizations
- Ability to coordinate cross-functionally and discuss platform usage, legal/enforcement, and marketplace partnership topics
- Customer-facing skills in training, coaching, executive-level discussion management, and conflict resolution
- Ability to explain and present complex concepts clearly
- Strong written and verbal communication skills
- Business and technical acumen
- Understanding of the software development lifecycle, legal tech, brand protection, IP enforcement, SaaS, or related fields
- Familiarity with marketplace or platform enforcement programs such as Amazon Brand Registry and Alibaba
- Experience working alongside legal or compliance teams in a customer-facing capacity
Benefits
- Flexible PTO
- Hybrid work model
- Equity in every offer
- Comprehensive health coverage
- Dental coverage
- Vision coverage
- Parental leave
- 401(k) plan
- One-time home office stipend for remote employees
- One Medical membership