About this role

Serve as the primary, named point of contact for a defined portfolio of ELF+ clients following system go-live
Build trusted, consultative relationships with key stakeholders at each client, including senior fee earners, IT leads, and heads of IP
Establish regular structured check-ins and business reviews, ensuring clients never need to escalate simply to get an update
Proactively identify risk signals early and act before they become churn
Own the coordination and communication of all post go live client issues, ensuring timely progress and resolution through the appropriate internal teams
Translate client problems for internal teams, distinguishing between configuration issues, product bugs, training gaps, and change requests
Establish a proactive communication rhythm that is intended to make escalation unnecessary
Function as the escalation point for client concerns, de-escalating effectively while driving urgent internal action
Collect and translate client feedback into clear, actionable recommendations for product and process improvement

Proven experience in a customer success, account management, or client services role within a B2B SaaS or enterprise software environment
A track record of working with enterprise or professional services clients
Experience with large law firms is strongly preferred
Working knowledge of Intellectual Property law and practice, especially patent, trademark, and design filing and prosecution processes
Prior hands-on experience using or implementing an IP Management System (IPMS), preferably Equinox
Comfortable in technical conversations with Product, Development, and Integration teams, as well as client IT stakeholders
Experienced in triaging and managing complex, multi-stakeholder client issues through to resolution

Customer Success Manager

Key skills