Key skills
Account ManagementCustomer SuccessSaaS ExperienceIntellectual Property ManagementSalesforceProject Management ToolsCommunication SkillsProblem-SolvingCollaborationLifelong LearningCSaaSJiraConfluenceAgileProject ManagementCommunication
About this role
Rightsline is revolutionizing rights and royalties management with its IP Commerce SaaS platform, serving clients like Disney and Amazon. The Senior Customer Success Manager will act as a trusted advisor to complex enterprise accounts, driving customer success and uncovering growth opportunities.
Responsibilities:
- Establish yourself as a premier "Trusted Advisor" by positioning Rightsline solutions to drive massive adoption, retention, and strategic growth
- Lead high-stakes executive business alignment and product roadmap demonstrations, consistently touching base with clients to ensure ROI throughout the contract lifecycle
- Proactively identify and develop upsell or cross-sell opportunities, crafting sophisticated proposals and statements of work that solve global business challenges
- Act as the singular, authoritative point-of-contact for strategic accounts, representing the "Voice of the Customer" to internal Product and Engineering teams to prioritize high-impact improvements
- Collaborate seamlessly with Professional Services, Engineering, and Account Management to ensure the successful delivery of complex solutions tailored to specific customer objectives
- Ignite enthusiasm by aligning our future product roadmap with the customer’s evolving requirements, encouraging deep-level expansion
Requirements:
- 7+ years (minimum 5+) of high-level experience in account management, customer success, or tech implementation, specifically within SaaS or Agile environments
- Strong background in Intellectual Property management, specifically within Media & Entertainment rights and licensing
- Demonstrable ability to influence key stakeholders at the C-level and turn skeptics into brand advocates through superb communication and listening
- Proficiency in Salesforce, Jira, Confluence, and complex project management tools, including GTM savvy like proficiency in account planning
- A proven track record of solving complex business processes creatively and managing multiple high-stakes projects with sharp attention to detail and documentation
- A collaborative, 'we-first' mindset with a desire to break the status quo and build something exceptional
- A personal focus on self-improvement and professional development in a fast-growing, high-growth environment