Senior Customer Success Manager, Enterprise & Strategic Accounts

You will own the full lifecycle of enterprise and strategic customer accounts, from onboarding through renewal. You will build executive relationships, monitor account health, drive adoption across platform, legal, and partnership offerings, 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