Note: The job is a remote job and is open to candidates in USA. Patlytics develops AI-powered patent workflow solutions using LLM technology to provide intellectual property intelligence and insights. The Customer Success Manager will develop and execute a scalable customer success strategy across the customer lifecycle, improve adoption, retention, renewals, and expansion, and strengthen client relationships. The role will also shape the end-to-end customer experience, collaborate across teams, and eventually lead a customer success team.
Responsibilities
- Drive a customer success strategy that ensures a systematic approach throughout the entire customer lifecycle — from implementation to adoption, value realization, retention, and expansion
- Strengthen client relationships by acting as an advisor and champion for key stakeholders to drive advocacy, organic expansion, and referrals
- Implement processes and early warning systems to minimize churn, eliminate risks, and establish multiple touchpoints within customer accounts
- Collaborate with leaders across the broader GTM (Go-To-Market) organization, Product, and Engineering teams to amplify the voice of the customer and foster a customer-centric culture
- Drive the development of a feedback loop, transforming customer insights into meaningful product enhancements and service optimizations
- As we gear up to expand, in the future you will guide a dynamic customer success team to exceptional performance, fostering a culture of accountability, execution, growth, and continuous improvement
Skills
- A deep understanding of intellectual property law to enhance client relationships, ensure successful product adoption, and drive retention and growth in a rapidly evolving technological landscape
- Minimum of 5 years of experience in customer success, account management, or a related role, within the IP sector
- Innate leadership qualities, demonstrated by a successful history of guiding high-performing customer success teams in established B2B SaaS organizations within the early stages of funding
- Proficient in crafting and implementing customer success strategies that drive adoption, minimize churn, and encourage growth
- A leadership approach that is marked by empathy, evident in your track record of team development through recruitment, coaching, and talent cultivation
- Extremely results driven. Exceptional in achieving outcomes by taking ownership of strategic initiatives, reporting KPIs, and adeptly navigating intricate customer situations
- Extremely strong communication skills with the ability to engage and influence stakeholders at all levels within and outside the organization
- Ability to thrive in a fast-paced, evolving environment and are adept at adapting to changing needs
- Genuine enthusiasm for technology and innovation, constantly seeking inventive solutions to intricate challenges
- Experience with or knowledge of AI and LLMs
- Experience in an early stage start-up
Benefits
- Medical, Dental, Vision, and 401(k)
- Remote work environment, enabling you to work from anywhere (as long as time zone permits) while staying connected with a passionate and talented team.
- Wide range of opportunities for personal and professional development
- Equity grants
Company Overview