Customer Success Manager

Job Description

Innovative law firms and FORTUNE 1000 companies rely on Juristat's patent analytics and workflow automation solutions to improve prosecution outcomes and streamline the most tedious tasks associated with obtaining a patent. We recently closed on a major investment from MBM Capital, and we are deploying these funds to scale our Go-To-Market organization and accelerate the development of our three product lines.

We are seeking a highly motivated individual to join our Customer Success organization as a Customer Success Manager (CSM).

Responsibilities

• Manage a book of business of up to 100 accounts
• Understand the customer’s desired outcomes and ensure we are consistently achieving those.
• Drive adoption of our products by serving as a technical subject matter expert, providing proactive guidance and best practices to customers
• Respond clearly and rapidly to customer communications
• Perform quarterly business reviews in partnership with the dedicated Account Manager
• Maintain an ongoing cadence of communication with customer contacts, and expand engagement with new points of contact/key personas within the account
• Identify opportunities for customer growth and collaborate with the dedicated Account Manager to bring those to fruition
• Diligently record product feedback and feature requests and communicate those to the Product and Engineering teams
• Create strong rapport with the day-to-day users of our systems and key stakeholders
• Leverage internal systems to track key customer data and interactions
• Provide a best-in-class experience for customers, and create surprise and delight within our customer base!

Requirements

• 2+ years in B2B SaaS Customer Success
• Proven track record of strong retention and customer health
• Experience working with mid-market or enterprise accounts
• A self-starter who enjoys the fast pace of a high-growth startup environment
• A critical thinker who has strong attention to detail and is well-organized
• A genuine desire to help people and deliver best-in-class experiences
• Strong ability to learn difficult subject matter and technologies and convey them simply to prospects
• Tech savvy with proficiency using platforms such as Gainsight, Churnzero, Excel, Powerpoint, and G-Suite
• Experience with the patent industry or selling to law firms a plus, but not required