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Patlytics is an AI-powered patent workflow platform backed by top-tier Silicon Valley venture capital. The company develops LLM-based algorithms curated by leading patent professionals and serves as a comprehensive IP intelligence platform for navigating global intellectual property workflows.
As Customer Success Manager, you will drive and execute a strategic vision to ensure customers receive maximum value from the platform. You'll develop a scalable customer success strategy that enhances processes, minimizes churn, and drives growth. Key responsibilities include:
- Develop and execute a customer success strategy that systematically guides customers through implementation, adoption, value realization, retention, and expansion phases.
- Strengthen client relationships by acting as an advisor and champion for key stakeholders, driving 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 GTM, Product, and Engineering leaders to amplify customer voice and foster a customer-centric culture.
- Build a feedback loop that transforms customer insights into meaningful product enhancements and service optimizations.
- As the company expands, guide and develop a dynamic customer success team, fostering accountability, execution, growth, and continuous improvement.
You bring a deep understanding of intellectual property law, minimum 5 years of customer success or account management experience in the IP sector, and demonstrated leadership of high-performing teams in B2B SaaS organizations. You excel at crafting and implementing customer success strategies, are results-driven with strong KPI ownership, and possess exceptional communication skills to engage stakeholders at all levels. You thrive in fast-paced environments, adapt to changing needs, and show genuine enthusiasm for technology and innovation. Bonus qualifications include experience with AI/LLMs and early-stage startups.
